Welche Möglichkeiten gibt es, Technologie zu nutzen, um das Kundenerlebnis zu verbessern?

One thing that I'll emphasize on the most is, use different ways of technology for different mode of communication. Use emails to send them reports, use video calls to enhance engagement, use project management tools to get them aware about the progress and use a social platform for consistent communication. It'll present you as professional and will increase your credibility.

Often times, due to dialects, accents or unfamiliar nouns, people don't get the exact information heard and due to this gap, many opportunities get lost or efforts get wasted trying to find out. One of the ways to bridge this gap is to request clients to share the noun (company name, brand name, product name, initiative/campaign name) over chat to also help keep you in track of what/who/when to follow up to make progress

The most important word here 'personalize.' What I learned, is that it doesn`t mean how good your communication is: fast answered, well written and other when you simply use tools that client don`t or don`t like. For example, you have e-mail pointed as a main to communicate and support but your client prefers to use Messenger, for example. And believe me, nothing works better than delivering information through it. This all just psychology - our brains love to work with things it used to. So, me recommendation in such cases - use tools your client prefers and achieve more feedback with doing less.

Based on my experiences (both established and early startups), small companies are either not willing to invest in CRM tools early on or they haven't found the right employees to entrust CRM tools with. It is up to the employees to demonstrate the most sought-after and highly taken for granted skill, "being detail-oriented". Once you got the tracking locked in and got used to (personalized the process), then when the workload gets bigger, you can ask your direct line of contact in organization to provide you tools to manage this worked. Why would this generally work? You got your personalized process implemented. There is a higher likelihood you will be entrusted with it!

We can be wrongly misguided by our mission to make our companies better when we disbelieve/ignore the data that comes in. In order to make effective use of data and analytics, one also has to be equipped to make personalized inferences "at the spur of moment". A skill that is very hard to learn, takes a long time, is subtle, but it manifests in wonderful ways without you ever having to submit proposals/email invitations to prove it.

A lot of audience members (myself included) was unaware of these emerging new interactive tools. While everybody was interacting at a fast pace, I was learning the ropes of their UI/UX MID-SESSION. If you are somebody who wants to implement this but doesn't know how or you have been a part of the audience and don't know how to keep up to speed, learn the ropes behind these creative and interactive media. Somebody who has always been conservative with new technology, I am confidently saying, "there is no shame and it is not too late to learn......."

One of the most profound experiences I faced was how far the limits of my former company's products could be stretched. It blew my mind when a digital product (video streaming) could help clients to visualize pipeline schematics (underwater, mind you) using AI and 360-degree video features (an alternative to 3D rendering). It doesn't matter whether we win the deals/wow the clients. What matters is realizing your product's/brand's potential and how we personalize the communication to the client side without getting into the boring technicalities