Will AI Re-Humanise Customer Experience?
On my journey to the office there are six sets of traffic lights. I know because I counted them this morning to include in this blog. Before I mindfully counted each set today I would have struggled to tell you just how many traffic lights I have to pass through. It is not that I am ignoring them (I pride myself on being a safe motorcyclist) it is just that I have become so used to them that the traffic lights no longer register in my consciousness. Some things in life, like traffic lights, are so ubiquitous that we barely notice their existence any longer. Not everything we become blind to has a positive impact on our lives however, and in becoming blind to their existence we become blind to the resulting negative consequences. Take the humble form. The form plays a pervasive role in our lives and the lives of our customers. The form is dangerous. The form destroys Customer Experience (Cx). I recall, as a young boy, visiting my local Post Office in the 1970s. Ever...