Customer Experience Roundup, August 27, 2019

One of the most important devices for customer experience can be found right in your pocket: your smartphone. Smartphones allow customers to be constantly connected to their family and friends, as well as to their favorite brands. However, with increased reliance on our phones comes issues with technology and privacy. This week brought three stories highlighting the importance of technology and transparent customer relationships.

Phone Companies Agree To Deal To End Robocalls

Those annoying robocalls may soon be a thing of the past. Last week, AT&T, Verizon and Sprint joined forces with nine other telecom companies and the attorneys general of all 50 states to end illegal robocalls in the U.S. and catch the people behind them. One of the major features of the agreement is call-blocking technology that will be integrated into existing phone networks at no extra charge to customers. Companies will offer additional blocking tools for customers looking for extra coverage.

The telecom industry is notoriously competitive, so it is noticeable and impressive that companies were able to come together to do what’s best for customers. Robocalls aren’t just annoying—they are often used for scams and illegal activity. These steps should make a dent in reducing the number of robocalls and show what can be achieved when companies and entire industries put customers first.

Many Cities Don’t Want 5G And FCC Regulation

5G is often touted as the future of communication with amazing potential. But a growing number of major cities are speaking out against 5G. In many cases, it’s not that they don’t want the technology, they just don’t want the FCC regulation and oversight that comes with it. The FCC already released regulations in hopes of speeding up the rollout of 5G, but cities don’t want to be told what to do. That, combined with increasing health concerns about 5G and the fact that many cities don’t want to be 5G guinea pigs, may slow progress.

5G has the potential to greatly improve the customer experience and overall connectivity. Many telecom companies have been pushing 5G for years. However, to be successful and have a smooth transition, its needs to be handled well and not be rushed. Cities need to be on board with the new technology, which could mean finding a balance with stringent regulations.

New York Times Finds Online Privacy Doesn’t Exist

It may feel like your online activity is being tracked and monitored, but now we know the truth: it really is. A new report from The New York Times found that online privacy is nonexistent. Any moment that people are online, they are followed by long IDs that track their behavior, search history, operating system details and more and share that information across networks. Although the lack of online privacy might not be shocking, the extent of it is. The report found that every single thing every person does online is logged in incredible detail, letting advertisers know where you are and what you’re searching for.

Most modern consumers understand that technology lessens their digital privacy, but they likely don’t realize by exactly how much. This report explains why ad trackers recommend certain products and why some websites seem to know so much about each visitor. Data is a powerful tool for personalization and improving the customer experience, but brands need to be careful about still allowing their customers to have some sort of digital privacy.

New technology brings challenges and opportunities for growth. These stories show that one of the biggest challenges in the future customer experience will be leveraging technology without losing authenticity or privacy.

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