Customer Interaction Technology

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My thoughts on cost-to-serve and how technology can fill the obvious opportunity gap

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Customer Interaction Technology

  1. 1. Customer-Interaction Technology Hayden Sutherland Ideal Interface 14 September 2010
  2. 2. Cost to serve • The average cost required to deliver a service to a customer • Humans are expensive and intelligent • Technology is cheap – And ‘intelligence’ costs increase the more you want computer interfaces to be ‘Human’-like
  3. 3. Cost / Level of Interaction Cost to serve Basic Website A Level of Interaction Required
  4. 4. Cost / Level of Interaction Face to face contact B Cost to serve A Level of Interaction Required
  5. 5. Cost / Level of Interaction B Cost to serve Website with Good UX and C Interactivity A Level of Interaction Required
  6. 6. Cost / Level of Interaction B Cost to serve D Area of C opportunity A for customer interaction technology Level of Interaction Required
  7. 7. Hayden Sutherland www.idealinterface.co.uk Copyright © Ideal Interface Ltd, 77 St Martin's Lane, WC2N 4AA

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