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If you’re still shying away from using technology to improve customer experience – you’re doomed

Some observations from Paul Taylor on digital experience in Myanmar, where internet usage has skyrocketed recently.

For three weeks I’ve not dealt with any paper, any spreadsheets, and very few emails. I’ve negotiated seven hotels, seven flights, taxi’s and boat trips through a mix of apps, increasingly powered by automation and artificial intelligence.

In some respects coming home seems like arriving in the third world, rather than coming from it.

It reminds me of stories about smartphone usage in China, which is totally different to the west.

Westerners try to use their phones like tiny PCs. But because many people in developing countries didn’t have widespread access to PC, they don’t have those mental models. As such, they take fuller advantage of the capabilities of modern mobile devices.