Technology Sector: Moving from Great Service to Exceptional CX

In the technology sector, the opportunity to transition from great service to exceptional customer experiences is enormous. Why is this?

Because technology companies have historically considered great service as the pinnacle of customer engagement.

When customer experience is considered, it is typically about the UX (the user experience with the product), not the experiences that are wrapped around the way that the technology company sells, delivers, and engages with customers (whether those are other businesses or direct-to-consumer). True “Wow” moments are few to none.

I asked the audience at my keynote for Arrow Electronics, “Name one technology company in the world that delivers Wow experiences to their customers at scale.” Not one hand went up because no one could name ONE. In the race to build great technology, technology companies have overlooked the ability to monetize and win on the customer experience.

The opportunity to differentiate beyond product technology is tremendous in this sector, and I loved being part of a summit where innovation was considered widely, with fresh ideas and ground-breaking concepts discussed across technology companies of all sizes. Bravo Arrow ECS North America and Daniel Campbell for thinking big, focusing on experiences, and bringing bold ideas to the Arrow partner ecosystem!