“You’ve got to start with the customer experience and work back toward the technology, not the other way around.”
— Steve Jobs
We used to think of technology as the solution, rather than the enabler. More memory, more speed, more storage — this was how we measured progress. That is until Apple visionary Steve Jobs forced a paradigm shift, making the customer’s experience the end goal, with technology playing a supporting role.
Without this fundamental shift, we would be using an iteration of Blackberry today rather than the CX reimagined iPhone. And, we would be stuffing our devices with gigabytes worth of photos and videos rather than easily storing and retrieving them from the cloud.
Today’s high-tech companies face a number of new challenges. Data governance, security and privacy considerations can hamper innovation. An ever-growing number of users and Internet of Things (IoT) devices produce mountains of data to sift through, manage and leverage. And existing cloud networks may not be well-equipped to handle all that data. These concerns can siphon resources and attention from the core deliverable: excellent CX enabled by a host of exciting new tools.
High-tech is measured by customer experience and not technology. The next step in high-tech customer experience is to leverage augmented reality (AR), virtual reality (VR) and IoT, in a meaningful and impactful way to enable the next level of CX.
OZ enables its clients in the high-tech industry to focus on customers by building seamless, scalable back-end systems, including stable and secure cloud infrastructure. Companies can then focus on unlocking the value of CX-enhancing technologies.
Our specialists in AR and virtual reality (VR) build apps that increase the value of devices by enabling customers to research and “try” products before buying them and to access manuals and FAQs post-purchase.
We design ecosystems comprising sensors and IoT devices allowing companies to identify and troubleshoot problems. In conjunction with Artificial intelligence (AI), data can be analyzed to reveal insights into everything from maintenance schedules to user behavior.
High-tech companies are busy solving the world’s biggest problems. OZ’s consultants are working behind the scenes to help them do it.
Sal Cardozo is OZ's VP of Consulting, Analytics & AI. He has extensive experience in the vision, strategy, architecture, delivery and support of innovative and scalable analytics, AI and IoT solutions that transform the customer experience.
Prior to OZ, Sal led consulting efforts for Accenture, Cambridge Technology Partners, and Capgemini. He recently held leadership positions at ADT and Ryder. Sal earned his B.S. in computer systems and economics from Southern Illinois University, Carbondale, and is a member of TDWI and DAMA International.
- Source: Gartner 2019
OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.