IT Trend for 2021: Customer-focused Digital Experience
Shopping, education, consulting, and medicine went digital in 2020. Quickly, better experiences such as Zoom stomped out less-equipped platforms such as.... well what was their names again? Already forgotten? Exactly.
Every company with a digital presence is under scrutiny by a couple billion online humans who are trying to navigate user interfaces. And finally, the badly designed ones are either getting fixed, or are dying. Welcome to the age where User Experience (UX) is king. It's about time.
UX is bigger than a pretty UI. It includes customer service. In short, anything that can efficiently and effectively help the user, fosters loyalty and the bottom line. It turns out that being good to your customer is good for business. I'm looking at you, AT&T.
When Anti-Global Is Good Business
It turns out that communication is better when it's local. To effectively talk to your customer, you have to employ people in their region. With some luck, this will bring back jobs from off-shored call-centers. Typically, these customer service jobs require interpersonal skills. However, they also reward the knowledge of business processes, and therefore can be avenues for career growth.
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