smith+co on
customer experience
Tim Wade
  • By Tim Wade
  • Mar 20 2014

What can quantum theory teach us about customer experience?

Do you remember studying physics at school? It was all pretty straightforward stuff; gravity makes things fall down; friction makes things slow down; entropy makes things break down. But now it’s all about the chaotic and unpredictable world of quantum theory....

So let’s get a little Professor Brian Cox* here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really.

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Shaun Smith
  • By Shaun Smith
  • Mar 10 2014

What’s the next big thing in customer experience?

Well, we've been sifting through the array of predictions that every blogger and his mother seems to have issued over the last few months and here's a very quick recap of what's in store for 2014 and beyond - in no particular order....

THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!) OMNICHANNEL horrible buzzword for delivering your experience seamlessly across multiple channels HYPER-TARGETTING SOON TO BE OVER-TAKEN BY NANO-TARGETTING no shopper will ever be safe from being bombarded by personalised pop-up ads wherever they happen to be BIG DATA no, this isn’t an Excel sheet viewed at 150% for the visually challenged, it is in fact integrating huge amounts of meta data to arrive at new insights REAL TIME DATA which logs our preferences as we consume TECHNOLOGICAL EVALUATION OF BRAND BEHAVIOURS technology suppliers trying to make their kit more aligned with how customers actually want to use it - there’s a radical thought, EPHEMERAL SOCIAL NETWORKS social media that self-destructs permitting ‘for your eyes only’ selfies, BESPOKE TARGETED NETWORKS a community for every geek thing out there WEARABLE TECHNOLOGY a chip embedded in your clothing (or your body!) that allows you to walk out of a shop with an item and have the payment automatically debited from your account- ouch! ... the list goes on…

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