recommended reading

Tech That Will Change the Customer Experience Game

Den Rise/Shutterstock.com

The federal government—which has a "near monopoly" on the worst customer experience—would be wise to invest early in new technologies like artificial intelligence and augmented or virtual reality if it wants to improve its customer service.

According to Forrester’s Predictions 2017 report released earlier this month, worldwide investment in AI alone will triple as companies “look to tap into complex systems, advanced analytics and machine learning technology” to drive better, more personalized value to their customers.

“2017 will be the year the big data floodgates open, driven by a voracious appetite for deeper contextual insights that drive customer engagement via mobile, wearables and the [internet of things],” the report states.

» Get the best federal technology news and ideas delivered right to your inbox. Sign up here.

According to Forrester, industries have long held “a remarkable amount of personal and behavioral data” trapped in multiple, disparate systems of record that, when linked together, can improve customer engagement and outcomes. When the silos come down, customer experience satisfaction tends to go up.

In the same report, Forrester predicts augmented reality and virtual reality will begin to “change the game” in 2017, though there will be “no single killer AR/VR app or use case.” Instead, AR/VR development will be “an evolution where companies factor in customer expectations, competitor threats, and first-market advantage in a systematic manner.” The Pokemon Go craze helped push augmented tech into popular conversation, and Forester predicts AR/VR will mature in the coming years. 

“AR and VR will become even more important methods to deliver customer experiences and products in the next five years,” the report states.

These emerging technologies, coupled with established technologies like cloud computing that increase computational horsepower, and the internet of things, which includes mobile tech, are why today’s era is often referred to as the age of the customer. Retail customers can, for example, shop and purchase an item with a single mouse click. That ease of service is usually where government struggles, but in recent years under the Obama administration, the government has become more self-aware of its limitations.

Already, efforts underway, including two new communities of practice and the White House is in the early stages of formulating an AI policy.

Threatwatch Alert

Thousands of cyber attacks occur each day

See the latest threats

JOIN THE DISCUSSION

Close [ x ] More from Nextgov
 
 

Thank you for subscribing to newsletters from Nextgov.com.
We think these reports might interest you:

  • Modernizing IT for Mission Success

    Surveying Federal and Defense Leaders on Priorities and Challenges at the Tactical Edge

    Download
  • Communicating Innovation in Federal Government

    Federal Government spending on ‘obsolete technology’ continues to increase. Supporting the twin pillars of improved digital service delivery for citizens on the one hand, and the increasingly optimized and flexible working practices for federal employees on the other, are neither easy nor inexpensive tasks. This whitepaper explores how federal agencies can leverage the value of existing agency technology assets while offering IT leaders the ability to implement the kind of employee productivity, citizen service improvements and security demanded by federal oversight.

    Download
  • Effective Ransomware Response

    This whitepaper provides an overview and understanding of ransomware and how to successfully combat it.

    Download
  • Forecasting Cloud's Future

    Conversations with Federal, State, and Local Technology Leaders on Cloud-Driven Digital Transformation

    Download
  • IT Transformation Trends: Flash Storage as a Strategic IT Asset

    MIT Technology Review: Flash Storage As a Strategic IT Asset For the first time in decades, IT leaders now consider all-flash storage as a strategic IT asset. IT has become a new operating model that enables self-service with high performance, density and resiliency. It also offers the self-service agility of the public cloud combined with the security, performance, and cost-effectiveness of a private cloud. Download this MIT Technology Review paper to learn more about how all-flash storage is transforming the data center.

    Download

When you download a report, your information may be shared with the underwriters of that document.