Technology is shaping what customers expect from service providers. It's not just about convenience anymore — it's about making every interaction personal and relevant, said Jeanelle Mariani, Customer Success Manager at CXCOM, in a recent conversation with Shaun Dobbin, CEO and Founder at Glider.
Here are five key insights from their conversation that every business can benefit from paying attention to.
1. Consumers Want Convenience, Everywhere
Consumers today are used to the seamless experiences provided by businesses like Uber. These interactions have set a new standard, making convenience a must-have across all industries. Whether it's a quick ride or a simple bill payment, consumers expect every interaction to be easy, fast and intuitive.
If your business isn't continuously improving the customer experience to make every interaction smoother and more intuitive than before, it's time to rethink your approach.
2. Personalisation Is More Than Just Using Someone's Name
Consumers expect to be known and understood by the brands they use. Personalisation is no longer about addressing someone by name — it's about recognising their individual preferences, behaviours, and needs, and creating memorable customer experiences.
3. Omnichannel Experiences Are the New Norm
There's been a significant shift in how customers prefer to engage with service providers. Relying on just phone calls is not effective anymore. Consumers want to be able to interact through a variety of channels — SMS, live chat, email and social media.
"Every touchpoint should reflect your brand's values and commitment to the customer. Consistency across channels builds trust and reinforces the overall experience." — Jeanelle Mariani
4. AI and Automation Are Game Changers — But Use Them Thoughtfully
Technology isn't just making things easier for customers — it's also helping businesses get smarter. AI and automation are giving companies deeper insights into customer behaviour, allowing them to make more informed decisions. From sentiment analysis to personalised experiences, these tools are transforming how companies operate.
CRM systems, chatbots and AI-driven analytics allow businesses to interact with customers in more targeted and effective ways. But tech is only powerful when it's used effectively — solving real pain points either for your customers or internally.
5. Start Small and Build on Your Wins
Both Shaun and Jeanelle agree that while it's tempting to go all-in on new technologies, businesses should focus on small, meaningful improvements first. Start by fixing what's broken before adding new layers of complexity.
"Businesses often get caught up in doing too much too quickly. The key is to start small, focus on doing a few things well, and then build on those successes." — Shaun Dobbin
Start improving your customer interactions today. Speak with one of our experts.
