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Technology–An Experience Evangelist

Technology, today, plays a central role in enhancing and promoting positive experiences. It suggests that technology is a driving force for creating meaningful, engaging, and efficient experiences for various stakeholders. Evangelist is someone who is a passionate advocate or promoter; and in this case it underscores the idea that technology is a powerful tool for shaping and improving the way people interact with and experience businesses and organizations.

Technology as an Experience Evangelist

The data is illuminating – companies that place a premium on equitable experiences gain a notable advantage. A recent survey highlights that 86% of consumers are ready to pay extra for products and services offered by trustworthy firms, underscoring the significant influence of trust and equitable encounters. Another study revealed that over 50% of the surveyed consumers anticipate brands to address their online customer service inquiries within an hour. What is however alarming is that one out of every six online shoppers is inclined to abandon a purchase due to a single negative experience. This emphasizes the gap between customer expectations and the customer experience initiatives of brands.

Central to these paradigm shifts are technology evangelists who are reshaping the path of stakeholders. They recognize that digital tools, platforms, and data analytics hold the capability to create experiences that go beyond mere efficiency, embracing profound meaning. Whether through user-friendly interfaces or tailor-made recommendations, technology is elevating engagement, convenience, and overall stakeholder contentment.

The idea of technology serving as an “Experience Evangelist" is definitely interesting and can be further illustrated through various use cases that demonstrate how technology serves as a catalyst for enhancing experiences across different domains. Here are some examples:

  • E-commerce Personalization: Online retailers use technology to analyze user behavior and preferences. They provide personalized product recommendations, tailored content, and a user-friendly interface. This technology-driven personalization enhances the shopping experience, making it more convenient and engaging for customers.

  • Healthcare Telemedicine: Telemedicine platforms leverage technology to connect patients with healthcare providers remotely. Patients can have virtual consultations, receive medical advice, and access their health records online. This use of technology enhances the healthcare experience by increasing accessibility and convenience.

  • Social Media Algorithms: Social media platforms employ complex algorithms to curate users' feeds based on their interests and interactions. By showing users content that aligns with their preferences, these platforms enhance the user experience and keep them engaged.

  • Smart Home Devices: Companies that offer smart home devices and ecosystems, use technology to create seamless and convenient living experiences. Users can control their lights, thermostats, and security systems with voice commands, making daily life more efficient and enjoyable.

  • Online Learning Platforms: Educational technology companies provide online courses and learning resources. Through technology, they offer interactive content, self-paced learning, and instant feedback, making education more accessible and engaging.

  • Travel and Navigation Apps: These apps enhance the travel experience. They use technology to provide real-time navigation, personalized recommendations, and convenient booking options, making travel more efficient and enjoyable.

  • Streaming Services: Streaming platforms too use algorithms to recommend content based on user preferences. They provide a seamless, personalized entertainment experience, allowing users to discover new content they are likely to enjoy.

  • Customer Service Chatbots: Many businesses are increasingly use AI-powered chatbots to provide instant customer support. These chatbots can answer questions, resolve issues, and offer guidance, improving the customer service experience.

  • Online Banking: Banks use technology to provide mobile banking apps and online services. Users can check their balances, make transactions, and even receive financial advice through these platforms, enhancing their banking experience.

  • Online payment systems: These payment systems, including digital wallets and payment gateways, enhance user experiences through convenience, speedy transactions, robust security measures, flexibility, mobile integration, intuitive interfaces, automated billing options, global accessibility, and seamless integration with e-commerce platforms. These features reduce friction, increase efficiency, and cater to diverse user needs, making online payments a vital component of positive user experiences, particularly in e-commerce and digital transactions.

In each of these use cases, technology is employed to create more efficient, engaging, and personalized experiences for various stakeholders, such as customers, patients, students, travelers, and more. This reflects the role of technology as an "Experience Evangelist" by improving and shaping the way individuals interact with and benefit from different services and products.

Given that technology is employed to create more efficient, engaging, and personalized experiences for various stakeholders of a business, customers and others; cementing the perception of technology as an "Experience Evangelist" as it improves and shapes the way individuals interact with and benefit from different services and products - does this make technology an imperative as well as a burden on businesses? Given that technology would come at a premium?

The answer is - Yes, technology can be both an imperative and, at times, a burden on businesses. While it's essential for creating efficient, engaging, and personalized experiences that cater to various stakeholders, including customers, employees, and partners, it also comes with costs and challenges. Businesses must invest in technology to remain competitive and meet evolving customer expectations. However, the costs, cybersecurity concerns, and the need to stay updated with the latest tech can make it burdensome. Striking a balance between harnessing technology's benefits and managing its associated costs, vulnerabilities and responsibilities is key for businesses.

The decision to embrace technology should be based on a thorough cost-benefit analysis and a clear understanding of the specific advantages it can bring to the business. Ultimately, the goal is to ensure that technology serves as an enabler rather than a burden for businesses. Effective planning, wise investment, and strategic decision-making are essential to maximize the advantages of technology while managing its costs and potential downsides.

This premise sets the stage for a discussion among leading technology experts during the FayrEdge Summit 2023 in Mumbai on December 12, 2023. FayrEdge, is the World’s First Comprehensive & Integrated platform focused on Fair Stakeholder Experiences to help organizations build their Trust capital encompassing all stakeholders beyond the select few.


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