Four technologies that could enhance CX
Mita Srinivasan
10X Technology

Four technologies that could enhance CX

It used to be that customer experience technology meant only CRM (customer relationship management). However, there has been an explosion of technology that is changing the customer experience. Every gadget we use, every platform we visit is an opportunity for us to reach our customers. But this can be a bit confusing so SME10x and UPS are looking at the four technologies that we feel will help you hone your customer’s experience.


These are probably the easiest way to reach out to your customer wherever they are near your brand on various platforms. It allows for interaction and would help to create and customise for your clients. It could be automated to drive more engagement with your customers. Take Apples Siri or Google’s Alexa – your chatbot could be as sophisticated as them or as simple as a call to action that suits your product or services.

Virtual Reality (VR)

VR can immerse your customers, providing them with new experiences of a product or service. Designed to provide a sensory experience, it captures the attention and imagination of a consumer quite unlike any other technology and marketers with vision are making the most of its uniqueness.

While it’s still not quite as ubiquitous yet in this part of the world, and you find the right partners to collaborate with, VR could have a profound effect especially in the sectors like real estate, hospitality, retail, museums etc where the visual element helps to draw your customers in and really experience your spaces from the comfort of their home.

Artificial Intelligence (AI)

While AI was founded as an academic discipline in 1955, it has experienced a resurgence following advances in computer power, large amounts of data, and theoretical understanding. AI techniques have gradually become an essential part of the technology industry, helping to solve many challenging problems. AI has huge potential as it helps improve customer self-service, enhance personalization and cater to individual customer requests and needs in a unique way. While some brands have only started to use AI effectively for some services, it could be a game changer in how you tailor-make your services to suit your customer’s needs.

Internet of Things (IoT)

While your customer’s kettle is not quite going to talk to them, there are more and more gadgets like the smartwatch and fridges that do have the capability to communicate. IoT allows for cross-platform synergy and engagement that has catalyzed the growth of new types of products. In an ideal world, it could help you manage and maintain your machines because data from the gadget can communicate through apps or integrated through the back-end system.

Whatever you decide, it needs to put your customer first. Without them, you don’t really have a business.