Three cases where invisible technology leads to magical experiences
2. Singapore Airport
When a group of us went on an innovation visit to Singapore, we were impressed by the efficiency of their airport. We were off the plane quite quickly. Passing through customs control also went smoothly. Ten minutes later, we arrived at the luggage carousel, and to our amazement our luggage was already waiting for us. This was a wow-experience! At the time, we didn't stop to think about the operational processes that made this possible. We just said: 'What a pity it isn't like this everywhere'. A few days later we visited Singtel, the largest telecom company in the region. Singtel is the telecom operator in Singapore. Although Singapore only has a population of 5.5 million, Singtel has more than 500 million customers. They are market leader in large parts of Asia and Oceania. During our tour of their offices, they explained how the airport can work so efficiently. Using data analysis based on input from smartphone sensors and security cameras, they monitor which passengers are moving most quickly toward the carousel. This analysis is then relayed to the baggage section, who make sure that the luggage of these passengers is put on the carousel first. They even have self-propelled robots to speed up the process. And it's all done with invisible technology that results in an outstanding customer experience.
Radiomaze discovered that wi-fi signals reflect on water. People are made up of 90% water. Combining these two facts allowed the company to develop a new product. From now on, every home with wi-fi can add a new alarm function without the need for extra hardware. If the home owners are away and someone reflects the wi-fi signal, it means there is a burglar in their house! The system also has additional built-in safety functions. For example, wi-fi can 'see' if someone has fallen. If this person stays still for too long, it is possible to call the emergency services automatically. Radiomaze is also working on a digital lock that they can open at distance when the emergency services arrive. The CEO of Radiomaze told me that their most frequently asked question is: 'I have a dog. Will your system work in my house?' Their answer is brilliant. 'If your dog is less than 50 centimetres tall, yes, our system will work. If your dog is more than 50 centimetres tall, you don't need the system!' Radiomaze integrates wi-fi signals and data analysis to create invisible technology.
AI as an invisible motor
In each of these examples AI analysis is the invisible motor for customer outcome. And this AI motor is driven by the hidden technology that surrounds it. Magical customer experience is the perfect output of the AI-first mindset. It leads to greater efficiency, speed, personalization and ease of use, both for the customer and for companies. For companies, AI first offers a huge boost in efficiency. For the customer, it offers a much better user experience, without understanding or even being aware of the technology that makes it possible.