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Are Customer Experiences on Digital Platforms Unproductive and Tedious?

In the ever-expanding digital realm, one factor that remains consistent is the scarcity of time. Time is a limited resource for all humans, and it's non-renewable. Given this, the fundamental goal for any digital tool should be to prevent wasting people's time. Individuals seek their time...

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In an era of growing digital platforms and escalating functionalities, one consistent factor stands...
In an era of growing digital platforms and escalating functionalities, one consistent factor stands out: time. Time, a finite resource for every individual, can't be replaced. Thus, the chief aim of any digital instrument ought to be to avoid wasting anyone's precious time. Users explicitly desire their time invested in digital encounters to be meaningful....

Are Customer Experiences on Digital Platforms Unproductive and Tedious?

Cut the Time-Wasting BS with Your Digital Tools

As we drown in a sea of digital platforms, one thing remains crystal clear: time is precious. We've all got only so much of it, and no one wants to waste it on subpar digital experiences. However, two common misconceptions persist when developing valuable digital experiences.

Debunking the myths:

  1. Pile on the interaction doesn't equate to increased value. Today's customers crave valuable, time-saving additions from digital tools, not endless interaction. It's all about optimizing their time on digital platforms.
  2. Frictionless experiences don’t equal smart ones. Many companies focus on omnichannel experiences but are still merely fostering engagement—they haven't made it smart.

So, what do smart digital experiences look like?

Understanding that every person goes through different modes (or moments) throughout the day helps us craft context-specific digital experiences. These modes govern our behaviors, and smart tools should adapt accordingly, reshaping the user experience to fit that context.

The range of experiences digital tools can offer can be summed up as follows:

  1. Not Smart ExperiencesThese are the frustrating tools that don't accomplish tasks efficiently. They're used due to a lack of alternatives. These tools couldn't care less about the user experience, ultimately wasting time and damaging a company's reputation.
  2. No Data ExperiencesSuch tools do their job but fail to utilize data or incorporate intelligence to make the experience more efficient. While they're useful, there's always room for improvement.
  3. Smart ExperiencesUsers increasingly demand smarter digital tools. These tools must be able to use the data to accomplish tasks, respond to user needs, and remember user preferences. They excel at doing more work for the customer and benefiting them as a result.
  4. Brilliant ExperiencesThese tools are powered by Artificial Intelligence (AI) and machine learning, anticipate user needs, and multiply the amount of work they can handle. Building these tools requires a smart platform that gathers all user preference and context data, creating an ecosystem across all of the user's devices. The platform should be persistent in understanding the user and adding value to the tasks they complete.

By 2023, such brilliant tools will become the norm—ensuring that time is spent wisely and users feel empowered.

源文引用:Norton, D. W., & Pine II, B. J. (2023). Are Your Digital Platforms Wasting Your Customers' Time? Harvard Business Review, 3.

为什么您的数字平台可能正在浪费您的客户时间？减少浪费时间的数字体验最佳实践

随着数字平台的增多和功能的提高，有一件事始终不变： wasted time vs available time. 每个人都只有一个时间限制，没有人想浪费自己在数字上读chaft的时间。然而，有两个普遍误解在形成值得信赖的数字体验时发挥作用。

oine or twice:

  1. 更多互动不一定意味着增加价值。现在的客户寻求数字工具所为的时间有价值的额外功能，而不是 endless interaction。全部关注于优化数字平台上的用户时间是关键。
  2. 消除阻碍并不等于增加智能性。许多公司重点放射 seamless connectivity，认为这将增加rior engaging。

智能数字体验：什么是它们？

理解每个人在日常生活中经历的不同模式（或时刻）对于创造上下文相关的数字体验至关重要。这些模式决定我们的行为，数字工具应该能够适应这些环境。这些模式为一种 empowerment and sense of well-spent time 提供了上下文。

数字工具可以提供的体验范围如下：

  1. "Not Smart Experiences"这些工具不能完成工作，并被用户误用—因为没有其他选择。这些工具没有关注用户体验，浪费了用户时间并损害了公司形象。
  2. "No Data Experiences"这些工具可以完成工作，但不会收集相关数据，也没有算法来改进用户体验。尽管它们有用，但总是有提高的机会。
  3. "Smart Experiences"用户越来越想要更 intelligent的数字工具。这些工具必须能够使用数据来完成工作，识别用户需求，并记住用户偏好。它们能够完成更多的工作，并为客户带来益处。
  4. "Brilliant Experiences"这些工具被 powered by Artificial Intelligence (AI) and machine learning, 能够预测用户需求并迅速处理更多工作。要建立这些工具需要一个 intelligence-driven 和持续学习的平台，能够捕捉到对用户偏好和使用环境的所有数据，并创建一个所有用户管理设备的生态环境。平台需要具备强大的智能功能，并不断地努力理解用户，为其所做的工具增加价值。基于这些ュ approaches，您可以“吧 smart, valuable, 和 Gren不必不必不必浪费用户时间开发上下文相关且基于用户偏好的潜在数字体验。

References

[1] Norton, D. W., & Pine II, B. J. (2023). Are Your Digital Platforms Wasting Your Customers' Time? Harvard Business Review, 3.[2] Costello, A., & Ar

  1. To create smart digital experiences, businesses should recognize that each individual moves through different modes throughout the day, and smart tools should adapt accordingly, leveraging artificial intelligence and machine learning to provide context-specific experiences.
  2. In the future, the use of artificial intelligence and machine learning in digital tools will become the norm, ensuring that time is spent wisely and users feel empowered, thus enhancing their lifestyle and business productivity.
  3. Companies that prioritize machine learning in their digital tools can provide a seamless, intelligent, and efficient user experience in the finance and lifestyle sectors, ultimately leading to increased customer satisfaction and loyalty.

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