Episode 57: Amazon CX, IT Communication, and Blockchain in the Grocery Store

Topic 1: CX Rules – Amazon makes it a little more difficult to buy – so you won’t be disappointed.

Amazon has made several subtle changes in response to the current economic environment. Specifically, their delivery times and inventory are no longer as reliable as they used to be. One example: They have reduced the “people also bought this” option so they are not automatically pushing items that might be out of stock or take longer to fulfill.

They are also pushing Kindle versions of books, which never go out of stock.

The goal is to minimize bad Customer Experience and maximize the positive Customer Experiences they can. Their assumption is that people are keeping track of who serves them well and who disappoints them during these unusual economic times.

Related Link: https://www.inc.com/chris-matyszczyk/amazon-is-changing-its-website-to-do-something-truly-unimaginable.html

Topic 2: Good Communication is critical in these unusual times.

Here we highlight a disagreement between an IT department and the people they serve. IT is more critical than ever to every organization – and they need to learn how to work with people!

Links: https://www.washingtonpost.com/local/education/online-learning-sputters-again-in-fairfax-as-proof-mounts-that-district-was-warned-of-issues/2020/04/20/e9d2042a-830f-11ea-a3eb-e9fc93160703_story.html

The School Board tried to blame IT… and IT struck back and got their letter in the WaPo: https://www.washingtonpost.com/context/sbts-s-april-19-2020-letter-to-fairfax-county-school-board/4a5941a3-7e50-47f4-8818-3396a4097c06/?fbclid=IwAR00u5qY7lM6WdzbOdfcrTOVxabZP0f_WEPBpaSqOIt0b7CTutuHTDg5K70

Topic 3: Technology after the Pandemic – Cutting edge technologies to help keep the food chain safe.

IT – and blockchain in particular – will change the way we keep food safe.

Key quote: “Gartner predicts that 20% of the Top 10 grocers worldwide will be using blockchain by 2025 to improve food safety and traceability by creating a secure ledger documenting its production, quality and freshness.”

Link: https://diginomica.com/critical-role-it-assuring-food-safety-pandemic-times



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