This week’s biggest customer experience stories range from India’s meteoric rise in web adoption to app abandonment, living in The Matrix and the importance of data in servicing customers in the insurance industry.
India rises past the US to become the internet’s second biggest user
Mary Meeker’s fervently anticipated annual Internet Trends report was released this week. The main takeout from this year’s report is the explosion of India’s connected population which, at 277 million, is second only to China in terms of size. While adoption in the rest of the world grew by 7% last year, India grew by an astonishing 40%. Read the summary on The Verge here, or dive into Meeker’s 213 page report where she warns that advertisers are not spending enough on web and mobile, emphasizes the importance of personalization to Gen Z and promotes voice as the next big interface.
Imagining the world with exponentially faster connections
Mashable have looked into their crystal ball to see what’s going to happen in the connected world by 2020. Among their predictions are more human-like Artificial Intelligence, more robots in the workplace, fully autonomous cars and a more realistic virtual reality. Read the list here.
Nearly 1 in 4 people abandon mobile apps after only one use
A new report on app abandonment shows that it “is not a sustainable business model.” With huge issues around user retention, app developers need to rethink their strategies in order to ensure a better user experience. Read the article on Techcrunch here.
IoT will impact underwriting and customer service
Jamie Magregor from Oliver Wyman discusses the importance of data analytics in the insurance industry with FinExtra. “The implications of [data] on how you service customers…is definitely the most exciting area in the industry.” Watch the video here.
Elon Musk believes that we are living in a simulated reality
Tesla magnate Elon Musk caused a stir at Re/code’s annual Code Conference this week by stating, in no uncertain terms, that it’s unlikely that we are living in a “base reality.” Forget about delivering the perfect customer experience; according to Musk, we are the customer experience. See if you agree with him over on Vox.