How we interact with devices is changing

How we intereact with a computer is changing very rapdily.... touch and voice have become the new way of interaction. I think Siri is a great step towards integrating contextual speech recognition with a mobile device... It is in BETA state, but am sure it has lot of opportunity for improvement.

I think in Future, the objects will become more smarter, more integrated. Objects will be able to interact with each other or with humans. Example, a chair can interact with a human and adjust height, lumbar support, recline etc...

The Profound Change

Change has always been happening, but i call it 'profound' because it has now started to simplify life.


HOW?
The future is about integration and consolidating.


Imagine 5 years a go in India, to pay electricity or landline bill one would have to stand in a long que, to listen to music, one would need a radio or a music system, to pay rent to the landlord, one would write a cheque and the courier it...... NOW, thanks to integration one can do all of the above from their smart phone itself :). The entire ecosystem has become profound, very tightly integrated.

CRM in India

There is a tremendous need of CRM in India. Here customer is not treated as a King. In a price sensitive and emotional economy, the key emotions of pride and value of possession is not given to the customer.

There is no experience, no pride, no feeling of joy in dealing with companies here. From leading banks to car companies… all are the same. In the name of CRM, consumers either have to wait for hours while trying to get through the call center or get irritating calls...

I am a Usability professional and value the user experience in context to human computer interaction. And I really want to extend it to products and services. From HCI it should become HPI (Human Products and services Interaction). I have taken liberty in calling services as products.
Make selling a contextual emotion. I feel BOSE has managed to do this. They know in India not many can afford their lifestyle sound machines, yet they would entertain each customer, understand his need and provide a solution – contextual

Anybody reading this would think, YES, this is what we do... but in actual day to day interaction it does not happen.

Is CRM expensive? NO. Its just the attitude which is rare.

Think about it