customer experienceAn international group of researchers recently reported that they successfully transmitted information in a brain-to-brain link between two people. In the article Mind Reading? Brain-to-Brain Message Sent from India to Paris, scientists from the U.S., France and Spain say they leveraged several technologies to send information between two people separated by 5,000 miles – all without carrying out any invasive procedures on the people.

In short, what essentially took place is the development of a new telepathic-like communication channel where nothing needs to be said or written between people – everything is transmitted from brain to brain! Amazing…

Think about it!

Is telepathy the next customer service channel? Let’s imagine this is real and you play the customer role for a second. Once “connected” to a company representative, you would only need to think about your question and you would get your response right away.

Representatives handling the telepathy channel would still have to be specifically skilled and staffed to effectively use this new channel along with other channels. And they would still need to get the right omnichannel context at the right moments of need, since you probably would use several channels in most of your customer journeys.

So, even with telepathy-powered agents, the customer service department, as a whole, would still need to be powered by a single, integrated customer experience routing platform. They would still need to move requests across channels and departments, to the right person at the right time, while maintaining consistent omnichannel context and managing SLAs.  Moreover, unified analytics would still be a must to get the right view of all channels of business operations.

Many companies today are already handling 3, 4, even 5 or more channels. But, many are doing it with disparate systems and appications – and it can be difficult to keep up.  There is no doubt that new channels will continue to be added to the customer interaction mix in the future. To that end, the challenge of orchestrating these channels in the right way to deliver a seamless omnichannel experience becomes will only become increasingly important to address.

You can learn more on how today’s customer experience platforms can not only help you deliver great customers experiences today – accross phone, web, social and mobile – but also prepare you for a future filled with amazing new channels by viewing this video from Gartner and Genesys. You can see how world leader Emirates Airlines is delivering an optimized multi-channel customer experience across the globe. View it here.

Thanks for reading!

Remy Claret

Remy Claret, Product Marketing Director at Genesys, has over 15 years of experience in Customer Experience Management. He has worked in a variety of strategic roles in his career including Product Marketing, Sales Engineering and Business Consulting. Prior to joining...