Falcon Marketing

User experience, the key to the technological era

Today more than at any point in the history of humanity we are going through a period in which the needs and forms of interaction change rapidly, causing companies to alternately learn to adapt quickly and satisfactorily.

Companies must stop considering the service as a single entity, to merge it with the customer, understood as the sum of all the interactions that a customer has with a regalmarketing , but also with users.

This experience , according to David Wright, CVO of SDI, “is based on a process that begins with understanding who we are, how we behave, what needs must be met and what is the environment in which we operate as individuals and society; to later look for a self-actualization that generates an emotional connection based on experiences, where the end or closure is the key to maintaining a good relationship and that the client seeks to return ”, an aspect that translates into trust and strong relationships.

However, this must first be applied internally in the company, to make it arrive as a reflection, since SDI studies have revealed that both employees and clients seek to be valued and listened to, to have speed, efficiency and simplicity in solving problems and be treated professionally; which means that employees happy and comfortable with the activities they perform will represent satisfied customers.

This was the focus of the fourth round of conferences # SDI19MX , organized by BP Gurus and the Service Desk Institute, and dedicated exclusively to the IT and Service Desk management industry.

Once understanding the value that each of the collaborators represents within the company, we can turn to see the consumer and their needs and, in this sense, the client becomes the priority.

Customers no longer only need products and services, but also fast, free and accessible support, without forgetting the security of their data, personalized services when they need them, with quality and social responsibility.

For this, it is necessary to forget about the processes, break with the work schemes, leave aside the pre-established norms and choose an efficient adaptability in the search for tailored solutions. It is precisely in this sense that we can use technology and rely on Artificial Intelligence elements that complement the services.

For Nabil Azar, CEO of ACIS, a leading company offering business search and knowledge management solutions in the Middle East and Africa, “AI is the application of a set of algorithms to solve complex problems; By approaching AI and implementing it properly, we can streamline processes and get to know our consumers in depth; it is a matter of updating and, although it is not necessary for the different providers of private and public products and services to start using them next month or year, we can predict that those who do not, in 5 or 10 years will be out of the game ” .

However, we must also understand that using AI represents providing the platforms that we use, with the information that we handle every day, behaviors and needs.

Hence, before choosing which solution systems to use, “it is essential to know what interests my business, how it works, its values and principles, in order to make improvements, always considering that if the consumer wants something, We must give it to them, but with infrastructure capable of generating positive value propositions that meet their needs, "reflects Mauricio Corona, Chief of Transformation Officer at SDI.

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