We all have them and I just had mine (not the one with Laura Vandervoort). The dream started with me attending some gameshow with Amazon bigwigs. I personally handed Phil Spencer a gold inlaid wooden spoon with the message that I try to keep my word. That morning Amazon with the Luna surpassed 75 million consoles (plus subscriptions) sold, Microsoft is now deal last in the gaming industry (nice achievement for the strongest console in the world), apparently big hardware isn’t everything. But the dream moved on, I was talking to His Excellency Ahmed Al-Khateeb, Minister of tourism for Saudi Arabia.
I was explaining to him (and to myself) a new approach to customer service solutions and I called it the Complete Customer Service Solution System (C2S3 for short). The image is more for myself so I can recall it later. A complete system based on foundations of Nice CX One but with a massive difference, the organisations were no longer central here, they are still the centre or axial in it all, but the central setting becomes the tourist. A system no one ever considered (or off hand rejected), but in 2025-2030 the tourist, the customer needs to be the central hub in everything. Places like Saudi Arabia and the UAE need an evolved customer solution system because that is how they remain top player. The larger players (like Hilton and Marriott) will get on board fast, because they will see the benefit there, then the them parks and soon thereafter they all want to join such a system and in the cloud you can find a person fast. You see, the biggest drain on any vacation is time loss, people take it for granted, but what happens when one or two players throw that overboard and redo the whole thing? What happens when the total vacation has 0.1% logistics at best? You go through the mill in the Airport, at the hotel, at attractions, at resorts. So what if the airport is the start, but it is replicated to other places as soon as you go through gate one? What happens when you are in a new place and you do not get lost, because the tag you have tells you where you are and where you are supposed to go? Now consider that around the world, it is estimated that over one million young people are reported missing every year. Don’t be afraid, will over 95% is found within a day. Now consider this new system where a child is found within the hour, optionally quicker. The loss of stress in almost unimaginable. And it is not merely loss that is removed. It is that places will hand out badges with RFID, the RFID records your achievements and records what you have done, so the tourist will have a record on him that he can look at. 2 days of skiing, 12 slopes, they keep a progression record and a record of places. In Japan they have a booklet where you can stamp where you have been and every place has its own stamp. Now consider that digital record, connect that to a digital library and the tourist can make a small photo album with their own images and insert their digital records of places they have visited. They can make it anywhere in the world and it can remain private. A system where the foundation is Arrival and Departure, it does not matter where you go from there. You could visit as a family the Almasaa Cafe in Riyadh, wouldn’t it be nice to insert a digital sticker in your album when you were there with personal pictures? The list goes on and a system like that isn’t build overnight, but it has the merit that for once the tourist is the centrepiece of it all (some claim that, but it is their sales system). A setting where the customer solution is build and designed around the customer. In 43 years I have never seen such a system, have you?
Now that Saudi Arabia and the United Arab Emirates are about to be the pole position players in tourism, such a system would solve several items. They would also imply that they are about to stay at the top position until others catch on, and after the SEC blunder I saw yesterday some players will be behind these two players for years to come.
Just a thought, enjoy Friday in 24 hours.
Lawrence van Rijn - Law Lord to be 