Companies blame dubious technology for poor customer experience

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Technology has been a big enabler during the pandemic, helping businesses stay afloat and allowing customers to interact with their favorite brands during the lockdown.

However, a new report from the workplace training platform Soffos suggests that the adoption of new technologies comes at a price.

Interviewing 4,000 workers in the UK, of which 666 were decision makers, Soffos found that 35% believe the quality of their product or service has deteriorated because they were forced to use more technology during the pandemic. For two in five (39%), the additions of new technologies have also eroded the customer experience.

Productivity also appears to have taken a hit in some scenarios. The report states that 38% of decision makers believe their company is using too many different communication channels, which is hurting staff productivity levels.

In a quest to find the solution to this problem, some think it would be better to go back to work, while others prefer to keep their distance. Some companies will seek to adopt even more technologies; one in three businesses (32%) will invest in artificial intelligence (AI) over the next twelve months to provide a more personalized experience for employees and customers.

“The technology itself is not the problem, but rather the adoption of mediocre or inappropriate technology, which likely happened because companies had little time to prepare for lockdowns, social distancing and the remote work, ”said Nikolas Kairinos, CEO and Founder of Soffos.ai.

“As some business leaders feel that too much technology is at stake and that employees are not benefiting from vital collaboration, improvements need to be made. In the future, technologies like AI will help break bad habits learned throughout the pandemic. As AI-powered platforms provide greater opportunity for focused collaboration, more personalized support, and customer interaction, companies should be able to restore these broken links to reimagine a better and more secure workplace. connected.

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