While some customers prefer to test their items before making a purchase, many of Bose’s most popular items are now largely purchased online. Bose originally designed its stores around what customers were looking for and will continue to do so—but now, customers prefer to shop online. Staying on top of customer demand can help the company stay afloat and still offer its products, just with a different, technology-driven experience.
The goal of customer experience should always be to make customers’ lives easier. From creating forward-thinking products to offering convenient ways to connect with brands and providing personalized service, customer experience revolves completely around the customer. This week, there were stories in the news of brands that put customers first—even when that means bad news for the company. There are three customer experience stories from the week.
There’s a lot of talk today about artificial intelligence and the impact it will have on the future. Understanding the true definition of AI and where it has the potential to go can help us take advantage of the technology and plan for the future.
We are entering either one of two things, the age of the chatbot, or the age of hype about chatbots.