In recent talks I have given around the industry, I have focused on my belief that the Internet Age is morphing into what I call, “The Age of Acceleration.” In this new age, speed is what matters. In fact, to my point, I saw an item today that says current technology delivers video in a real-time that is actually too slow. We need to speed things up to create even more compelling user experiences, and, while you are invited to read the details of my previous thoughts about all of the attributes of The Age of Acceleration, I thought it would be interesting to focus on one of the formulas that is driving it, as well as where “improving the customer experience” fits into the conversation.
People + Products & Services + Processes = Business Performance The reality is that this formula in many ways is the true crux of the matter. Since time is a finite resource that we cannot make more of but can only make better use of, it is difficult to emphasize enough that all aspects business performance, i.e., each one of those things on the left hand side, when optimized can work magic when put given an accelerant. They not only produce efficiency, but effectiveness in being able to create compelling reasons for customers to do important things like appreciate value and remain loyal.
A look at some revealing insights are good context for understanding that end users are not the only “customers” of technology solutions, and that it is time for the industry to broaden the scope of its marketing... Read More
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