Tech Innovations Should Enrich The Total Customer Experience

By Soko Directory Team / Published August 31, 2023 | 3:56 pm



FinTech in africa

New technologies like cloud computing, artificial intelligence (AI), mobility, and the Internet of Things (IoT) are now ingrained in our lives making it imperative for companies to either stay ahead of the curve or risk missing out on the massive potential to transform their customer experiences (CX).

CX refers to all the activities an organization engages in to maximize superior experiences and value for customers. In this era of highly engaged, digitally conscious customers, businesses can no longer ignore the fundamental reality that consumers are now more tech-savvy and are making conscious decisions on how technology fits into their daily life experiences and lifestyles.

So, rather than focus on specific touchpoints or transactions, businesses should devote more of their energies to delivering what is now known as the “total customer experience” which is essentially the positive impact a brand has throughout the consumer journey from the time of purchasing a product to the end of its useful life.

This end-to-end approach is indispensable in achieving higher levels of customer satisfaction and retention. But to achieve a deep and optimal customer experience, organizations must see things from the customer’s perspective, not focus only on their goals around innovation.

Read Also: New Attack Methods Being Developed In Adversary

Nowadays, consumers have become sophisticated and know what a product should do for them as opposed to what the manufacturer wants the product to do for them. This entails going beyond the four components of CX – brand, product, price, and service.

In this era of rapid digital innovation, technology should be about empowering customers to do things differently and achieve more out of life. The most important touchpoint is in meeting the customer’s needs at a given moment in time.

Customer-centric innovation should yield rich personal experiences in addition to automation. Embedding memorable experiences for the user must start with understanding customers more to craft more compelling digital value propositions by balancing the manufacturer’s digital ambitions and the customer’s daily experiences.

Many companies in the consumer lifestyle space, including LG Electronics, are transitioning into smart life solutions powered by an innovation model focused on deeper customer engagement. This bold vision is anchored on a commitment to innovation and quality that delivers convenience, efficiency, and superior performance.

Smart innovations can radically transform even the most mundane of daily experiences like washing dishes and clothes. Today, we have dishwashing machines that clean utensils with a single wash thus eliminating the need for pre-washing. They come with inbuilt technology that ensures superior cleaning performance by removing stubborn stains while adjustable racks and customizable storage options make it easy to accommodate various dish sizes and shapes.

Read Also: Addressing Challenges To The Data Centre Market With A Modular Approach

Such smart functionalities are designed to provide unparalleled convenience, time savings, and cleanliness. More importantly, they simplify customers’ lives and free up valuable time to engage in other beneficial activities. Also, there are laundry machines that minimize wrinkles and preserve the quality of garments without using too much water or electricity thus averting skyrocketing bills.

Cutting-edge consumer appliances like these that have exceptional performance and energy efficiency not only save time and money, but also enable individuals and families to lead healthier, happier, and more fulfilling lives.

AI and IoT in particular are powering intuitive home appliances that allow people to seamlessly plan every facet of their daily schedule, from work and house chores to entertainment, cooking, and socializing with friends and family, without feeling drained at the end of the day.

In short, smart life solutions are about connecting and expanding consumers’ diverse experiences with the ultimate goal of transforming into a brand that warms hearts and puts smiles on faces.

Smart innovation is only an inflection point in the journey to achieving the vision of creating a better life for customers through cutting-edge technology and exceptional user experiences.

Read Also: The Enemy Within And The Danger Drones Pose For Kenyans If Used By The Wrong Hands

Mr. Lee is LG’s Regional Managing Director for East Africa




About Soko Directory Team

Soko Directory is a Financial and Markets digital portal that tracks brands, listed firms on the NSE, SMEs and trend setters in the markets eco-system.Find us on Facebook: facebook.com/SokoDirectory and on Twitter: twitter.com/SokoDirectory

View other posts by Soko Directory Team


More Articles From This Author








Trending Stories










Other Related Articles










SOKO DIRECTORY & FINANCIAL GUIDE



ARCHIVES

2024
  • January 2024 (238)
  • February 2024 (227)
  • March 2024 (190)
  • April 2024 (133)
  • May 2024 (70)
  • 2023
  • January 2023 (182)
  • February 2023 (203)
  • March 2023 (322)
  • April 2023 (298)
  • May 2023 (268)
  • June 2023 (214)
  • July 2023 (212)
  • August 2023 (257)
  • September 2023 (237)
  • October 2023 (266)
  • November 2023 (286)
  • December 2023 (178)
  • 2022
  • January 2022 (293)
  • February 2022 (329)
  • March 2022 (358)
  • April 2022 (292)
  • May 2022 (271)
  • June 2022 (232)
  • July 2022 (278)
  • August 2022 (253)
  • September 2022 (246)
  • October 2022 (196)
  • November 2022 (232)
  • December 2022 (167)
  • 2021
  • January 2021 (182)
  • February 2021 (227)
  • March 2021 (325)
  • April 2021 (259)
  • May 2021 (285)
  • June 2021 (272)
  • July 2021 (277)
  • August 2021 (232)
  • September 2021 (271)
  • October 2021 (305)
  • November 2021 (364)
  • December 2021 (249)
  • 2020
  • January 2020 (272)
  • February 2020 (310)
  • March 2020 (390)
  • April 2020 (321)
  • May 2020 (335)
  • June 2020 (327)
  • July 2020 (333)
  • August 2020 (276)
  • September 2020 (214)
  • October 2020 (233)
  • November 2020 (242)
  • December 2020 (187)
  • 2019
  • January 2019 (251)
  • February 2019 (215)
  • March 2019 (283)
  • April 2019 (254)
  • May 2019 (269)
  • June 2019 (249)
  • July 2019 (335)
  • August 2019 (293)
  • September 2019 (306)
  • October 2019 (313)
  • November 2019 (362)
  • December 2019 (318)
  • 2018
  • January 2018 (291)
  • February 2018 (213)
  • March 2018 (275)
  • April 2018 (223)
  • May 2018 (235)
  • June 2018 (176)
  • July 2018 (256)
  • August 2018 (247)
  • September 2018 (255)
  • October 2018 (282)
  • November 2018 (282)
  • December 2018 (184)
  • 2017
  • January 2017 (183)
  • February 2017 (194)
  • March 2017 (207)
  • April 2017 (104)
  • May 2017 (169)
  • June 2017 (205)
  • July 2017 (189)
  • August 2017 (195)
  • September 2017 (186)
  • October 2017 (235)
  • November 2017 (253)
  • December 2017 (266)
  • 2016
  • January 2016 (164)
  • February 2016 (165)
  • March 2016 (189)
  • April 2016 (143)
  • May 2016 (245)
  • June 2016 (182)
  • July 2016 (271)
  • August 2016 (247)
  • September 2016 (233)
  • October 2016 (191)
  • November 2016 (243)
  • December 2016 (153)
  • 2015
  • January 2015 (1)
  • February 2015 (4)
  • March 2015 (164)
  • April 2015 (107)
  • May 2015 (116)
  • June 2015 (119)
  • July 2015 (145)
  • August 2015 (157)
  • September 2015 (186)
  • October 2015 (169)
  • November 2015 (173)
  • December 2015 (205)
  • 2014
  • March 2014 (2)
  • 2013
  • March 2013 (10)
  • June 2013 (1)
  • 2012
  • March 2012 (7)
  • April 2012 (15)
  • May 2012 (1)
  • July 2012 (1)
  • August 2012 (4)
  • October 2012 (2)
  • November 2012 (2)
  • December 2012 (1)
  • 2011
    2010
    2009
    2008
    2007
    2006
    2005
    2004
    2003
    2002
    2001
    2000
    1999
    1998
    1997
    1996
    1995
    1994
    1993
    1992
    1991
    1990
    1989
    1988
    1987
    1986
    1985
    1984
    1983
    1982
    1981
    1980
    1979
    1978
    1977
    1976
    1975
    1974
    1973
    1972
    1971
    1970
    1969
    1968
    1967
    1966
    1965
    1964
    1963
    1962
    1961
    1960
    1959
    1958
    1957
    1956
    1955
    1954
    1953
    1952
    1951
    1950