What I want for Xmas from my service providers
Piotr JJ Szymanski
Insights professional. I help organisations make better decisions faster and drive change by applying agile mindset to data.
All I want for Xmas is service providers upgrading their CRM systems with common sense functionality. Not with AI, and not with Blockchain. Just with good, old common sense.
If my Hong Kong mobile number has been roaming in Singapore since July, and in all that time, not even once have I switched on data roaming, texting me every single day with a reminder “You are in Singapore, but you have turned off data roaming function” makes little sense.
If I’m only using English versions of their internet banking website and mobile banking app, why does the bank keep texting me offers (I guess) in Chinese?
If I checked in online for my flight, and presented my mobile boarding pass at the bag drop counter at the airport, why would 9 in 10 agents print a physical boarding pass for me – without asking if I wanted one? (OK, that one may be about common sense in a person too...)
It takes very simple fixes to prevent all these nonsensical experiences from happening. It’s not technology that is failing your customers.