Online shopping has changed our expectations around customer service and bricks-and-mortar retailers are changing in response. On behalf of ZDNet, I recently attended the Rethinking Retail Technology event, organised by Rackspace in London, and discovered how individual high street stores are adopting distinct strategies.
Take Oliver White, ecommerce director at Heal’s, who says the furniture specialist likes to offer customers a large amount of personalisation. The firm recently completed a proof of concept trial for in-store tablet technology. Customers were able to use mobile devices to engage with furniture via near-field communication. White says each access point provided additional information on products, such as dimensions and materials:
“It allowed customers to build a digital wish list, to discover product information and to check availability. What we’ve learnt through the trial is that customers want access to the detailed information they can get online, but they also want to come in store to touch and feel the products.”
Nick Hopkinson, CIO at Devon Partnership NHS Trust, faces a different kind of challenge in regards to customer service. I recently interviewed the experienced IT leader for Computer Weekly and discovered how he is directing his attention to transformation at the trust, which was established in 2001 and supports 18,000 people across Devon and Torbay.
The required focus on great technology can be a challenge in the current cash-constrained environment. Hopkinson recognises that every pound that is attributed to IT – and, therefore, not spent on direct healthcare – must lead to big increases in the quality of patient care:
“As technology professionals, we need to work beyond the walls of the traditional IT department and become part of wider business planning decisions, so that the importance of digital transformation is articulated and understood.”
The challenge around customer service, then, is unlikely to diminish any time soon. In coming weeks, I’ll be analysing other key concerns for modern CIOs, including the rise of other roles – such as the CDO – and the importance of new cross-European initiatives. If you’d like to get involved in some of the articles I’m putting together, just drop me a line at firstname.lastname@example.org or email@example.com. It would be great to hear from you.