I am just writing up the report for a big project that has to do with computerization / automated functions.
Our experience of automation - which is pretty extensive now -- is usually that any random event is a negative event. Computers break. Software does not work. Orders do not go through. I'm sure we could create a long list of such things. Ticket dispensers on the fritz.
When we talk about customer experience and customer service, very often people talk about surprise and delight. I'm not totally a fan of this idea, because i think it creates a standard that is ultimately not meetable. However, that's not what i want to talk about today.
Today, what is on my mind is that we haven't built much surprise or delight into our automated world. Your machine doesn't give you a lollipop. At best, it does what is is supposed to, and it does it correctly. It also does it the same every time.
There are no random acts of delight in the automated world. Unless you are at a casino. That needs to change. We need to start making it a lot more fun.
