This post is really just to collate my thoughts on the recent Digital CX World conference (part of the TechXLR8 event at the eXcel during London Tech Week).
I attended both days of the talks on the Digital CX track, and saw the majority of those talks and panels (I did get tempted away by a few of the talks on the main stage as well though).
MY THREE TALKING POINTS
TechXLR8 Headliner, Nicole Glaros
I really liked this talk - it gels with my own experience, which occasionally ends up with me building the odd proof of concept website/application in my spare time for a friend or colleague so that they can understand how an idea they are turning over in their head might be realised using technology. For me, it's a great way of learning and putting my existing skills into practice (as well as a way of learning new ones) regardless of whether the output is ever used in a production environment.
I suppose that's the main gist of Nicole's talk - that the old adage "No ever got anywhere by giving stuff away" isn't always true - that in fact, if you choose what you give and who you give to wisely, giving in itself can in fact be a powerful enabler for the giver's own trajectory - although I still prefer to think that a lot of giving is done without any eye on any future 'payback' or recompense.
Are you a part of the giving economy? Feel free to share any nice examples from your own experience of the cycle of giving in the comments section below. If you have a good one, you could even submit it for review as a guest post for the blog...
Dr Sam Shah
This was a great talk for me - I love it when tech leaders are true Subject Matter Experts for the domain in which they work. I'm a big believer that strategy needs to be driven by people who are intimately aware of the requirements, the existing gaps, and the most realistic and beneficial opportunities to pursue. Being both a clinician and a Digital Leader, Dr Shah definitely fits that profile for me.
Healthcare is one of the most interesting domains in technology right now, for many reasons. In particular, I feel that the growing digital literacy of populations combined with the increasing use of AI and ML - powered solutions in diagnosis and treatment are a potent combination that could ultimately enable some revolutionary ideas.
Hearing about the modern, customer-centric initiatives that the NHS are working on was really great for me - I'm a massive fan of the NHS, but I'll admit that I can understand how it sometimes characterised as an inefficient organisation. The legendary bonfire of £10 billion ona failed NHS tech project is a cautionary tale that I've even shared a few times myself. This talk gave me some renewed confidence that the NHS has been learning since then. Dr Shah spoke confidently of the very kind of agile processes which shield us from such massive disasters these days, and the vision of a truly customer-centric heath service is one that I can really get behind.
Mr Dan Fiehn
I thought that this talk was really interesting - I particularly liked the section on refocusing the business to work based on the customer rather than the policy (a phenomenon I recall all too well from my time - long ago, admittedly - in Financial Services). This is great example of a business embracing the concept of CX and using it to change their ways of working, and ultimately using it to direct their technical decisions.
I think the part of this talk that got me thinking the most though was the (to me anyway) slightly awkward balance between 'what the customer wants' and 'what the business wants' that was presented in one of the tech examples.
To summarise, the speaker talked quite a bit about how the ubiquity of sensor and camera technology now available means that they are in an ever better position when it comes to avoiding fraudulent claims, assessing the risks associated with individuals, and improving the accuracy of claims processes.
Some of the tech referred to are things that people are already becoming comfortable with - accelerometers in cars which report back on driving style to the insurer or dash cams which are constantly recording during every journey we make.
Some of the tech however, still seemed to me to be a bit further off (from an acceptability standpoint) - in particular, a dash camera which faces the interior of the car, monitoring the driver. Obviously this is something that could be done easily - my questions are should it be done and would it be acceptable?
Now there's clearly an argument that this technology could be used for reducing accidents - for example, if the tech behind the camera notes that the driver has yawned a few times in the last ten minutes, then it could ping up a notification that they are clearly tired and should probably have a break. However, I find it hard to believe that insurance companies wouldn't also use footage wherever possible to minimise their own liability.
I suppose this boils down whether, from a CX point of view, the introduction of such technology would really be representing the voice of the customer - or is it, in fact, the voice of the business which is more apparent here? Would you be OK with your insurance company requesting an interior camera in your vehicle? Let me know in the comments section...