It’s a tough time to be a business competing on customer experience. Digital-first disruptors are now firmly embedded across multiple industries, spelling trouble for incumbents as consumers compare these brand relationships to those with tech-centric companies. Today, consumer expectations are changing as we become familiar with quick access to services, such as making a purchase with just a few clicks on Amazon, banking remotely with Revolut, and ordering food and groceries using Deliveroo. These digital-first businesses have built their processes with the customer at the center. Given how nimble they are, that’s been a difficult act to follow.
How Biometrics Are Transforming the Customer Experience
As technology like facial recognition becomes more pervasive, companies need to prioritize privacy and security.
March 29, 2023
Summary.
When we think of the best customer experiences, they mostly center around how quickly and easily products and services can be accessed. In many cases, this is one of the primary motivations for businesses integrating biometrics. But speed isn’t everything. It’s important to acknowledge that a smooth customer experience doesn’t just mean how quickly customers can achieve what they want to achieve; it’s also about privacy and trust.
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