Technology changes as fast as Apple cranks out new iOS devices – every other day it seems. With technology always changing, it is difficult to stay on top of the latest and greatest no matter where you are in the world. We live in a society where you can close your garage door with your smartphone or have someone unlock your car doors remotely in an emergency situation. To get to those innovative solutions, technology has to meet the demands of giving the people what they want. It seems the possibilities are limitless, and technology companies that are on the cutting edge are able to hear their customers’ voices and develop proucts and services according to their customers’ needs. This development is all in the name of providing good service and a good customer experience.
All of the newest gadgets are nice for most of us to have. They provide so many conveniences that make our lives easier and much more manageable. I personally do not know what I would do without my smartphone. It’s my calendar, my alarm, my organization system, my email buddy, my social media magnate, and sometimes my “phone-a-friend.” It’s difficult to imagine how people were able to make it in the business world before smartphones were invented. Not being able to check email on the road must have been just short of catastrophic.
A few days ago, my son’s elementary school’s automated dialer called my phone and sent me a text message to remind me that his kindergarten class was performing their play for the parents later that week. Wait a minute! My SON was participating in the play. Did the school not think I had the date marked on my calendar? The school also has all these fancy online grading systems that will tell me everything from his scores in math to if he talked at lunch too much last Monday. What happened to good, old-fashion parent-teacher conferences? Maybe I should have RSVPed to my son’s play via return text. You would think this was a large city school, but I would not consider 110 total kids in kindergarten large. Would you? Is this type of technology really an advantage to the relationship that parents will have with the teachers, or is it the convenience that I discussed earlier?
We can be surrounded by technology in all aspects of our lives, but at the end of the day, nothing replaces service and the customer experience. The concept of speaking to real people and developing personal relationships does not need to be replaced by the modern technology conveniences that are developed. I have an increasing fear that by the time my two small children are grown, they will know how to text message, IM, and send emails with ease but will not know how to carry on a conversation due to this “thing” we call technology. We have to pick and choose, and at times, technology can’t always be the winner.