Are Your Customers Happy? CX Insights from Slush.
5 Dec 2017
Helsinki has welcomed 20.000 innovators at Slush, the world’s leading startup event. This year among the main topics of “Technology” and “AI in Our Lives”, you could also hear companies, both scaling and large, starting to talk about customer experience.
It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
Customer-obsessed cultures take a lead
A fantastic discovery was that more and more companies are paying attention to its customers and build the whole product based on customer wishes.
Are you customers happy? You should constantly ask this question whether you’re a startup or a corporation.
“Are your customers happy?”, asked from VRnet.io is one that every startup should ask themselves ?
— Slush (@SlushHQ) 30 November 2017
“Each user only cares about their own experience with the product/service. You need to think on that level, pixel level. And that you can’t do when you spend your time in management meetings.” @markpinc #slush17
— Nestholma (@nestholma) 30 November 2017
Poor user experiences affect more of us more often: before we used computers 2-3 times a day and now we check our mobile phones 80 times a day (every 12 minutes). #slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5
— Columbia Road (@columbiaroadcom) 1 December 2017
AI comes to Customer Experience – bad or good?
Digitalisation of customer experience has been one hot topic at Slush. Will AI help in solving customer-related issues? Certainly, yes!
AI is of help when it comes to engaging with customers and, also, analysing the data.
Did you know that text analytics at Lumoa are powered by AI?
”AI will mostly replace individual tasks, not jobs”. AI will NOT take over our jobs but it will change our focus from single task efficiency to the actual customer problem and end result #FutureofWork #ArtificialIntelligence #Slush17
— Anne Korte (@KorteAnne) 1 December 2017
85% of customer interactions will be managed with AI by 2020 @AccentureFI #accentureaccelerator #slush17
— Hanna-Mari Parkkinen (@HMParkkinen) 1 December 2017
@petri_salo: “#Innovating with #techstartups may help you find ways to solve bigger and more valuable problems for your customer.” #PwcxSlush #slush17
— Sanna-Maria Lanki (@SannaMariaLanki) 1 December 2017
“Re-define user-friendliness: It has meant tools to which users can adapt. That restricts humans. #AI tools will understand us, allowing the human to be creative again.” Said by Alex C of creative.ai at #Slush17 #UX #usability
— Jussi Kapanen (@JussiKapanen) 1 December 2017
Transformation of traditional industries
Customers are already getting to the centre of operations of many traditional industries. Despite the revolution of healthcare, food and energy industries are no exception, with more to come in the nearest future.
@fmesny Florian Mesny underlines that understanding customer trends and data defines #foodtech success in future #Tonic17 #Slush17 pic.twitter.com/I7T3ZxnQ1X
— Ilkka O. Lavas (@lavas) 29 November 2017
“Let the customer be the CEO of their own health.” @Naveen_Jain_CEO / Powerful conversation about the future healthcare. Join us at #centralstudio #slush17 ?
— Slush (@SlushHQ) 30 November 2017
Fortum CEO Pekka Lundmark: Customer is the biggest untapped potential in the energy system @Tekesfi #smartenergy summit #Slush17 @Fortum pic.twitter.com/0T3lDbpn1b
— Mari Kalmari (@Mrs_CFO) 30 November 2017
“We’re moving from a system of simply treating conditions, to one where the user is involved from conception, to development, to purchase. This is how you meet needs”. @elinaberglund @davidhroman @luzhangvc on the future of health tech. #slush17 #firesidestage
— Slush (@SlushHQ) 1 December 2017
What is the end goal?
Customers might drive your business to the skies if you’re dealing them properly. Although, at the end of the day, what matters is doing the right thing. At Slush, another important topic was “How can you improve not only a life of your customer, but the wellbeing of the whole planet?“
? ”You shouldn’t think just about the customer, but the society and the future of the globe.” @randynewcomb #holisticview #slush17 pic.twitter.com/Ii2MYQwA4i
— Ellun Kanat (@sokeakana) 1 December 2017
From engineering hybris to customer centricity; Build the thing right vs. Build the right thing. Great presentation by @veen #slush17 pic.twitter.com/PUr9jUcMfN
— Antton Ikola (@AnttonIkola) 1 December 2017
This year has been a fantastic time for customer experience field. Companies are quickly progressing on the way to understand customers and bring business value through customer experience. Customers are more and more often on the agenda of business and startup events, and what is even more important, in the entrepreneurs’ minds.
