1.The evolution of technology in businesses has had various positive impacts on customer experience.
First, advancing technology has improved customer service, which improved the customer experience. Modern companies are able to offer good and fast customer service using the technological and internet services such as emailing and instant chats with customers (Soudagar, Iyer, and Hildebrand 78). The improved customer services benefits customers by offering faster response to their complaints and needs. Second, customer market search and information has been made easy and accessible. In an instance whereby a customer is comparing the price of various products, he or she has accessible to information from the internet and company websites. It implies how technology has provided with access to information. The access to information leads to customer satisfaction.
Lastly, in an instance whereby a customer has a problem with understanding the nature of certain products and services or resolving any problem, evolving technology offer quick solutions. The use of Smartphone and internet has made it easy for customers to tackle any problems. For instance, it has improved communication tools with the various businesses. Through the three instances, the business has benefited through reduced costs of customer service and improved communication systems as well as the easy of gaining and retaining customers.
2.In spite of the perceived benefits, the evolution of technology has also led to a negative impact on the customer experience.
In an instance whereby a customer requires his or her product to be tailored to certain specification, the use of advancing technology makes it difficult. The negative situation is the increased complexity of the evolving technologies that also increases the complexity of the customer experience. Customers usually expect simplicity. Thus, customers are not pleased when technology affects the smooth experience. The instance can be explained by the increased use of technical innovations and experts. For example, the IT and engineering expertise usually provides complex and interdependent systems that create even more complex customer experience. The increased complexity creates negative customer experiences by the failure to respond to the customer needs.
I think the benefit to the business outweighs the possible impact to customer service. The complex technical innovation and engineering processes are able to improve the production efficiency and quality that lowers the cost of production. As a result, the business might receive much benefit in terms of increased productivity and efficiency that outweigh the possible impact to customer service.
3.I think companies should three main strategies in dealing with existing gap between generations.
The generation gap affects the organization's ability to use the new technological innovations and processes. First, the companies should start mentoring its employees. The mentoring processes facilitate the integration of the hardware and software minds in the companies. People born between 1985 and 2000s are usually ready to learn, but they prefer an informal learning setup. In addition, the baby boomers born in 1964s and Generation X born 1980s can understand the new experience. To address the generation gap, the companies should pair the individuals during the mentorship programs.
Second, the companies should provide adequate self-learning resources to the different employees. The firms must encourage the employees to adopt self-learning. It allows the baby boomers and Generation X to learn at their own speed. To close the existing gap, the companies must provide adequate tools and resources (Seligman 48). Finally, the companies should understand and accept unconventional career ways. The young people have a desire to learn new things. The change offers a learning experience creating an opportunity for personal improvement. By addressing the three strategies, the companies would deal with the generation gap in the organizations.
In terms of employee technology acceptance, the companies should constantly emphasize and educate employees on the benefits of adopting new technology. It is also important to develop new policies and implementation ways that requires employee to use the new technologies. Such policies would offer guidelines to the employees on how to use the new technologies. In addition, the companies should create the perceived usefulness of using technology to attract more employee acceptance.
Seligman, James. Customer experience in modern marketing. Raleigh, NC: Lulu.com, 2012. Print
Soudagar, Reza, Iyer, Vinay, and Hildebrand, Volker. The customer experience edge: Technology and techniques for delivering an enduring, profitable and positive experience to your customers. New York, NY: McGraw Hill Professional, 2011. Print.