Organizations pay a lot of lip service to better customer service. “Customer-first service,” they say. “We are digital by default, and engage customers across all our channels.” But is their marketing writing checks their companies can’t deliver? Whether you’re an early-stage startup or a global company, it’s hard to walk the walk.
One reason for this is that today’s services happen to consumers, rather than for them. Marketers and platforms compete for consumer attention. Online identity is chaos. Customers have to authenticate with myriad different mechanisms, from selfies to passwords to retinal scans to favorite band to scanned government ID—and beyond. In our effort to connect with a customer securely across many channels, we’ve made chaos the norm, and ruined the customer experience.
This means that any attempt to engage a market starts off on a bad footing. There has to be a better way. In this talk, Securekey’s André Boysen takes us on a whirlwind journey through the history of payment and identity, and shows us how the path forward needs to change so we can stop annoying the customer and start serving them.