At an online forum at work, one that I regularly checkout, there was a post on lines similar to Technology usability Vs Customer experience". I found it a very pertinent question, especially in the context of the IT industry.
My take on this (I have already blogged about it before) is that -
I think that usability, although very important is only one component of a great customer experience. I strongly believe that a great customer experience is something that must be ingrained in the genetic DNA of Indian technology companies, affecting and consistently displayed in its value propositions and its fundamental thought processes. It is a sad fact that the true concept of a great customer experience is largely misunderstood and is mostly unidirectional in perspective even in the largest technology companies in India.
I think the key enabler to a great customer experience is collaboration. The biggest question in collaboration is who should be collaborating with whom and to what end ? The answer to this that collaboration yields unparalleled results only if it allows for participation and contribution from every entity in the ecosystem. The end is a self sustaining, truly innovative and hugely rewarding win-win result that every entity from the ecosystem can derive value from. And not to mention great customer experience because each entity in the ecosystem is a customer of the other entities.
I have a vision of IT industry evolving from a service provider model to a collaborative consulting model in the years to come.
(PS- My opinions are my own, and in no way reflect the opinions/statements of the company I work for or my clients).
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