Ever wondered why our digital assistants often fail in such spectacular and hilarious fashion? The surprising answer can be found within one of the most basic human skills.
Is your digital assistant having a hard time understanding you?
You know. Like when you ask: “Is it going to rain tonight?” and get back a cheerful, “Rain. A noun. Definition: Moisture condensed from the atmosphere that falls visibly in separate drops.” Continue reading →
Increased autonomy in planning our workdays promises plenty of benefits for employers and employees alike. So why are some companies moving away from it or avoiding it altogether? Here’s how you can drive work/life integration in the workplace.
“I missed my daughter’s piano recital last night… too much work.”
I was dismayed to overhear those words while queuing up to board a plane recently. As every parent knows, missing a child’s after-school event is one of the worst feelings in the world. Continue reading →
Are barking dogs, roaring traffic and the din of the workplace driving you crazy? There’s a good reason why we have a hard time escaping the noise around us (and you probably won’t like it).
It’s every airline passenger’s nightmare, and one we’ve all experienced. The shrieking child two rows back.
Pity the poor parents; they try everything but with no luck. The meltdown persists. Escape is impossible. You and 100-plus other captive passengers reach your breaking point. Nerves fray. Tempers flare. Continue reading →
Imagine being able to navigate your way through life using only your voice. While it may sound futuristic to some, it is reality to others.
It’s official. Technology has caught up to the most basic and yet powerful human capability: Our voice.
How else to explain the rapid rise of digital assistants Siri, Google Assistant, Cortana, Alexa and the newest entrant, Samsung’s Bixby? These systems rely on voice commands rather than touch to control devices or applications, providing us with near-seamless access to a dizzying array of information, services, shopping, you name it.
All I can say is… it’s about time. After years in which the titans of technology have seemingly impeded access to their devices with unintuitive navigation, mind-numbing interfaces and diabolical dropdowns, they’ve finally embraced the simplicity, elegance and power of the human voice. (How long they continue to do so is anybody’s guess. But more on that later.) Continue reading →
Overshadowed by all the latest augmented reality buzz is augmented reality for our ears. Find out how audio augmented reality is radically transforming how we interact with the world of sound around us.
In case you haven’t heard – or experienced it – augmented reality (AR) is all the rage.
We’re surrounded by apps that add a new visual layer to our personal environment, enabling us to drive virtual cars, send holographic messages, paint graffiti in thin air, preview virtual furniture in our living rooms and do lots of other cool stuff.
All I can say to Apple, Google and the other industry giants who have embraced this new technology is “Welcome to the club!” Continue reading →
With consumers now firmly in charge of the digitized customer journey, the demand for prompt, accurate and personal service is critical. It is time to once again move our customer service efforts closer to those who matter most: the customer.
Among the biggest casualties of companies’ decades-long drive to cut costs has been the customer service organization. With an eye toward short-term results, many “conversations” with customers that were previously handled in-house were either outsourced, shipped overseas or both.
That no doubt pleased investors and made our finance people heroes, but it’s also had the perverse effect of placing our customer service functions even farther away from the customer, instead of closer. Continue reading →
Thanks to the explosion of information online, customers are more knowledgeable – and more demanding – than ever. Here’s how to make sure that “hyper-informed customers” also remain loyal, satisfied ones.
At the dizzying rate information accumulates online, we see a staggering rise of what I call “hyper-informed customers” – those who diligently scour social media, blogs, review sites and more to know virtually all there is to know about our products and services. Continue reading →