Human versus Robot

I’m a big fan of new technology, even though looking back at some of my purchases I realize that new does not always mean better.

Take the Lytro camera for example, which claimed it would improve the image focus after you took the picture. Sounded good at the time, but It was an epic fail in the land of gizmos….

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The EHR Jungle: Survival of the Fittest

The-EHR-Jungle_Survival-of-the-Fittest

In all my years working with technologies to help ophthalmologists enhance their practice of medicine, I have never seen anything quite like the process of transitioning from paper to digital medical records. In my consulting practice, I have worked with several electronic health record (EHR) companies, most recently Medflow…

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When Mayday Becomes Payday

One of the trickiest issues with technology is how to effectively support customers.    This can be as simple as helping customers recover their login to a password protected website or as complicated as setting up a new home entertainment system.

 

Today,  Amazon chief Jeff Bezos unveiled Mayday, a really cool approach to tackling this issue.  When you press a special “Mayday” button on their Kindle tablet, a live person appears in a video screen to help.  Within 15 seconds.  And they can takeover your screen and help you through whatever is frustrating you.     This is a game changer, and I applaud whoever came up with the name.  It is just perfect for this customer support application.

 

While Apple offers a similar service, it’s cumbersome (you need to call or  go to a specific support site) and it’s expensive (you need either an extended support package or be prepared to pay forty bucks for the call).    With Amazon, it’s included;  you just need to be on a wifi network.   The thought of pressing a button on a tablet and presto! – someone appears.  I couldn’t help but be reminded of The Great Gazoo appearing on the Flintsones, only this time being helpful rather than mischievous.

So, what do are you doing to go the extra distance in supporting your customers?   That same video technology is widely available via Skype, Facetime, and other free platforms.  Even further down the technology ladder, how many of you provide your cell phone to your customers?  I know several outstanding surgeons who have it on their business cards and provide them to patients just in case.   These surgeons tell me it instills great confidence and is rarely abused.

 

Regardless of the technology or tool being used, being accessible to customers with a human touch in the digital age is a clear winner.  I bet lots of people are going to be buying their parents a new Kindle for the holidays, especially knowing that live help is just one button away.

 

Note:  Click here if you want to read the full Mayday article:

 

http://www.usatoday.com/story/tech/columnist/baig/2013/09/24/amazon-bezos-mayday-to-tackle-tech-support/2858471/

 

 

Five Technologies Coming Your Way

Last month I attended The New York Times Global Forum hosted by columnist Thomas Friedman (author of The World is Flat).    This was a great day spent listening to luminaries and visionaries describe what’s going to happen in the world over the next two decades.    As an avid Sunday reader of The New York Times, I enjoyed what is best described as seeing the paper come alive on stage.

While I took lots of notes on my iPhone, I want to share five technologies that I learned about that are on the way (well, the fifth one is already here).

  1.  Ingestible Computing  –  You will soon be able to swallow a pill that will do the diagnosis from the inside and send electronically all the data to your doctor.
  2.  Mind Meld – an app under development that will listen to your conversation and send you relevant information.
  3.  Digital Eraser – The ability to erase something from your past is a business opportunity under development.
  4.  Specialized Search –  Instead of going to Google for a general search, narrower search tools will emerge (eg, black polka dot dress is better searched on Pinterest than Google).
  5.  The Sharing Economy –  Uber, AirBnB, and Freewheel are examples of how the internet is connecting people with excess capacity to those who need services.  This is just getting underway and will expand dramatically despite the attempts by taxi companies, hotels, and others who want to monopolize their markets.

 

I had tweeted the “ingestible computing” technology from the event and thought these others were curious enough to warrant going out via my blog.   The day gave me a lot of ideas for future content with respect to how all this technology can serve to enhance the customer experience.   I look forward to sharing that in future posts!

Impact of ORA on Refractive Cataract Surgery and the Premium Channel Offering

Impact of ORA on Refractive Cataract Surgery and the Premium Channel Offering

Intraoperative Aberrometry, a term describing the use of a wavefront-sensing device during cataract surgery, has been available in the US since 2008. First commercialized as the ORange® System, developer WaveTec Vision (Aliso Viejo, CA), has continued to develop the technology through a series of software and hardware modifications to improve utility of the device during cataract surgery…

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