CX Innovators Podcast

'Everything's a relationship' — designing your technology to surprise and delight your customer

At the most recent Self Service Innovation Summit hosted by Networld Media Group in Miami, Florida, in December, Daniel Brown, editor at Digital Signage Today, sat down with Frank Anzures, product manager at Epson America Inc., to discuss the trends, challenges and opportunities for the self-service industry.

'Everything's a relationship' — designing your technology to surprise and delight your customer Image: Networld Media Group

Jan. 31, 2024 | by Daniel Brown — Editor, Networld Media Group

Luckily, the Consumer Experience Podcast has you covered. At the most recent Self Service Innovation Summit hosted by Networld Media Group in Miami, Florida this December, Daniel Brown, editor at Digital Signage Today, sat down with Frank Anzures, product manager at Epson America Inc., to discuss the trends, challenges, and opportunities for the Self-Service industry in the new dedicated Press Room. Anzures' specialization in the SD Division at Epson includes expertise in small printing devices and POS printers.

Highlights included:

New product launches.
Digital signage, including retailers who want to bring shoppers back to in-store shopping at brick-and-mortar stores.
The ecosystems approach to business and technology, including "coopetition."
The industry's ongoing recovery from pandemic and supply chain challenges.
The growth of kiosks and self-service options across verticals.
Consumers are starting to adopt technology faster than previously.
Shattering myths about consumer groups, including age segments.
Making your technology accessible and engaging for all users from all groups.
Sustainability and accessibility continue to grow in industry development.
Hardware, software, and making them combine for an intuitive customer experience.
Metaverse: Hype or fact? The future of consumer engagement with emerging tech like VR and holograms.
"Everything's a relationship." For success, invest in your relationship with each customer, including in the way you design the technology experience.
Know how to listen to your customers, instead of only telling them how to shop.

Customer ServiceEpson America Inc.

Daniel Brown

Daniel Brown is the editor of Digital Signage Today, a contributing editor for Automation & Self-Service, and an accomplished writer and multimedia content producer with extensive experience covering technology and business. His work has appeared in a range of business and technology publications, including interviews with eminent business leaders, inventors and technologists. He has written extensively on AI and the integration of technology and business strategy with empathy and the human touch. Brown is the author of two novels and a podcaster. His previous experience includes IT work at an Ivy League research institution, education and business consulting, and retail sales and management.