Challenges (Customers)
Customers avoid technology because they prefer traditional ways and see no benefit in changing
Lack of willingness to adapt
This occurs when technology handles admin but staff fail to provide reassurance needed for customers.
Loss of customer interaction and human touch
When a customer prefers human interaction because it feels more reassuring due to fears of system errors, what is the challenge?
Availability of a reliable system
Organisations must protect sensitive information from cyber threats and unauthorised access. What is the specific term for this?
Data security
Why might a customer avoid using technology?
Because they lack the skills and knowledge
To solve this challenge, companies should train the employees so they would feel competent.
Technological readiness of staff
A customer views a new automated service as cold or impersonal.
Beyond the initial purchase of hardware, organisations must budget for long-term expenses like software updates and fixing system bugs. What is this challenge?
Maintenance and upgrading costs