Category Archives: Sophistication

This is not an app review


Technology packed

Technology packed

This is not an app review. It is rather some thoughts and reflections on how much technology and features are packed in any of the SmartPhones you can buy today. We have taken it for granted, but it is truly amazing to see that you can carry in your pocket a device that contains a GPS, a compass, a high definition photo and video camera, plays music, browses the internet and is capable of doing all at the same time through powerful multitasking. But does anyone need so many features?. I thought not.

But then I started running. I am not a big fan of it, so I just started to reduce a bit of extra weight gained during the holidays. However, I found an application that motivated me to start, and to continue doing it on a regular basis. It is called Runmeter. Probably there are a lot of applications similar to this one, but this is the one I chose, and with which I truly realized how wonderful applications and features you can build when you make use of all the powerful technology Smart Phones pack today.

GPS

You define a route, press the start button and there you go. It tracks your run by GPS pretty accurately. Not only it tracks where you go, but also how fast you go, so you get instant pace, average pace, pace per km, even altitude deviations, although these are not really accurate. The GPS bit in action. Good?. Wait and see…

Internet

Do you need Internet connection while running?. Not for web browsing, definitely, but one fantastic feature of this application is that it integrates with facebook and other social networks, so you can choose what the app publishes for you when you start, stop and finish running. Social Media is all about sharing and interacting, so now you can share your progress while you train. Nothing revolutionary here, but this becomes really fancy when you go to the next step, and you not only share but you also interact. How can you interact while you are running?. Easy, the application will monitor any comments your friends might do on your “Started run” post on facebook and guess what? It will read them out loud to you on your headset. This is my favorite feature, it is really motivating, and when your friends know that they are being read out loud while you run, they really become imaginative and encouraging. Really good.

And music!

What is running without music?. All of the above while you keep your pace listening to your music. Either with the standard iPod included in your iPhone or with my favorite Spotify, that allows you to find those disco hits from the early 90’s you used to dance to and remember the time while on the run. Superb.

Probably none of these are truly revolutionary aspects from a technology perspective, not even from the fact of being packed into a tiny little device. It is the combination of all of them working in harmony that makes really good applications possible.

Sensorconomy

We started by integrating data into applications, now we are integrating sensors like GPS or compass. Some analysts predict Sensorconomy would be the next big thing in Smart Phones by introducing temperature, humidity,light and other sensors into Smart Phones to extend the boundaries of your device and allow it to interact more. I really think the hardware is going further ahead than the applications in the mobile space, which is really thrilling. We have just started to take off in making use of the current possibilities so the future of mobile applications looks promising, at the very least.

Advertisements

The impact of the pad


Apple iPad

Apple iPad

It has now been a while since tablets made their way through. The concept has been flying around for some time, but only came to become a massive thing in April 2010 after Apple presented the iPad in public. It has been hardly 18months since then, and now the market is fully populated by a number of manufacturers which are pushing different visions of the concept into the market.

When you look at the evolution of the super-sized iPhone, it is really surprising to see how fast and deep it has come into our lives. From the original and probably most widely use of the pad as a browsing device, news reader and of course, gaming companion, there has been an incredible evolution in the uses of not only the iPad but the tablet concept in general.

Now most of the companies publishing consumer applications for SmartPhones are developing specific variants for tablets making good use of the larger screen and interaction capabilities of these devices. Look at Banks and you will see a fierce competition to target applications to their higher end customers based on tablets, where the graphical capabilities and the touch-based interaction model redefine a completely new stage in user experience.

But all of the above is just the somehow natural (although fast) evolution in the usage of the technology. However, there is one other aspect of this technology that looks very interesting to me, and is the impact these devices (and why not recognize it, specifically the iPad) is having in the Enterprise world.

It seems that the way Execs have fallen in love with the device is helping drive the way into the Enterprise at a speed and path that is breaking most of the existing paradigms. The debate is no longer whether a device is appropriate or not for its introduction into the Enterprise, but rather the other way around. And this is happening really quickly. So now employees are allowed to use their iPads at work, capture notes in meetings, read email in their tablets rather than in their corporate laptops and do almost everything except probably content (documents, presentations, spreadsheets) without the need of a full blown computer.

How many laptops could you see in a meeting of the Board?. You would be surprised by the number of iPads. Does this have a real impact in decission making and access to information in these forums? Very probably yes. So this is being a real driver with real examples out there like Standard Chartered Bank.

So this new revolution is bringing to life concepts like Bring your own device and Self Service IT with which large Corporations have been struggling for some time, but all of this seems to be finding a fast track as the demand from the technology comes top down, which is just the contrary to how normally technology gets into an Enterprise. Can this be the next big thing?.

Customer experience – When it is all about YOU


When finding your place in the market maybe you are differentiating by price, or by having a niche product. Some other companies would like to be recognized as leaders in Customer Service. I really like these kind of companies, as I think it is really difficult to achieve excellence in customer service. If you combine this with the size of a large, global business, then the task acquires a completely new dimension. Not only you need to design and deliver an outstanding service to your customers, but you also need to do it consistently in any location and interaction point. It is all about how your customers perceive your company, and in the premier league of customer service, no flaws are allowed, anytime, anywhere.

The material and human side

Qantas A380 Business Class

Qantas A380 Business Class

Creating a high quality customer experience is a serious business. And complex, very complex. After you look at all the material aspects of your customer service, which will depend on the industry, you will probably realize that the most important, and difficult piece to achieve is the human bit. If you are a Bank, no matter how good your Internet Banking Technology is, or how fancy your latest mobile app looks like, how well you have designed your branches or how finely tuned your call routing strategies and scripts are in your call center, the human part can spoil the whole experience, or the other way around. Standardizing the material aspects of your customer experience might look challenging, specially if you have a global scale business, but, what about the human side?. How do you ensure that the people that face the moment of truth with your customers deliver exactly the same experience?.

There are very few companies that have achieved this, and there is one for which I feel particular admiration. First, for the quality of their service, and the human side of it. Second for the consistency they have achieved in a global scale. It is Singapore Airlines.

Airline customer service

If you think about what is customer service in an airline, it is really a complex topic, involving many material aspects, and a crucial human part. In the last few years I have traveled half a million kilometers, mostly between Spain and Singapore, and using mainly BA, Qantas and Singapore Airlines. After some hours on board (and half a million kilometers is a few of them) you start to appreciate the difference. Some differences are subtle, others much more obvious. Both BA and Qantas have nice business class products in their long haul fleet, specially Qantas after the introduction of the A380 on the route. The seats are comfortable and the service is quite nice to, but here start the differences when you introduce SQ in the equation. Their service is clearly outstanding and in a different league when you compare it to the other two carriers.

There are subtle differences like the cabin design and ambiance, or the nice orchids in the lavatories, but it really becomes serious when it gets to the food and the way it is presented. No tray food. Delicious food carefully presented in Givenchy tableware, and fine wines served on full size fine glassware by the same firm.

Singapore Airlines A380 Business Class

Singapore Airlines A380 Business Class

Consistency

But above all the material aspects which define the great service onboard SQ flights, it is clearly their cabin crew and personnel that really set the difference. Some would say it is part of the Asian culture for customer service, and I would agree only partly. It is also a fantastic job of customer service standardization. No matter whether you board an SQ plane in Singapore, London or Barcelona, the way the crew address you, the way the Satay is served and the way the crew genuinely care about you throughout the flight is exactly the same.

Walk down the air bridge towards the aircraft door and you will start sensing the particular fragrance of all SQ planes -yes, they all smell the same- while you are welcomed by a couple of members of the crew and you already feel a bit home.

Standardized vs personalized

So now we have an outstanding customer service that is also consistent across the all the touchpoints. But wouldn’t this feel a bit cold and non-personal for the customer?. They seem to have also taken care of this. No matter how standardized the onboard service is, but they still manage to make you feel special and truly cared of whilst onboard. It is all about YOU. The amazing thing is that there are hundreds of thousands of YOUs every day on dozens of SQ aircraft across the world, and all of them feel special and unique.

Clearly there is a very interesting lesson to be learnt from other industries isn’t it?. Imagine you could deliver this service in this consistent manner across your whole enterprise, whilst still making your customers feel unique?.

Singapore Airlines A380 upper deck cabin

Singapore Airlines A380 upper deck cabin

Meal onboard

Meal onboard

From standard to unique


Some time ago I was walking at night and a car passed by. It was quite dark so I could not distinguish it properly, but its rear lights looked to me like a mixture between a new Jaguar XJ and a Rolls Royce Phantom. Weird. I did some research on the Internet with no results so I let it go. But the other day I was riding back home and saw this car again parked. So I stopped to take a look at the brand. Mitsuoka. Funny, I had never heard of them, so back to the internet to find more about it.

It happens to be a firm based in Toyama which has been since 1968 pursuing a particular philosophy. They get standard Japanese cars, like your tiny Nissan Micra and make it look unique resembling the old school of British cars. And although some of their models have a somehow odd appearance, others are quite appealing.

Jaguar Mark II

Jaguar Mark 2

Jaguar Mark 2 - The real thing

The Jaguar Mark II is probably one of the most elegant saloons ever built by the British industry. Produced between 1959 and 1967 its influence still can be seen in the latest Jaguar S Types, but nothing close to the elegance and grandeur of the original. Or maybe yes?.

Jaguar Mark 2? Believe it or not, it is a Nissan Micra

Jaguar Mark 2?

Take a look at the Mitsuoka ViewT. The front really resembles the original, classy, elegant, with that beautiful grill and a the voluptuous curves very much like the original back in the late fifties. Look at the headlamps and the stripes across the bonnet. What you will never guess is the platform used for this, the guys at Mitsuoka have delivered this beauty using the platform of a Nissan Micra, with the same engines and interior. This ensures you can enjoy the reliability and durability of a mass production, modern engineered car but with a very sophisticated and distinguished look. Cute?.

MX5 conversion

Now that you have seen what these guys can do with a Nissan Micra, maybe you are a bit more excited about the idea when it comes to the MX5. See the result. Looks pretty close to a Morgan Plus 8, but features exactly everything that you love about the MX5. Light, responsive, fun to drive, while maintaining, the two hood options, including the 12 seconds-fast hard top of the original.

The interior is exactly the one of the MX5 but with nice touches like some wood inserts and leather making it a bit more classy. They call it Himiko and is the perfect look of the 30’s on a 2011 Mazda MX5.

Other models

There are other models in the range, like the Rolls Royce looking Galue (the first Mitsuoka I saw that night in Singapore) and the beefy Orochi, but I must admit that when I saw the Himiko I really felt in love with it. Unique 1930’s look with everything you would expect from a 21st century roadster. Difficult to resist!.

Morgan Plus 8

Morgan Plus 8

Mitsuoka Himiko

MItsuoka Himiko, how far an MX5 can get?

Welcome!


So finally I found the time and the theme to start my own blog.

Singapore Airlines A380 Business Class

Airline sophistication

I guess the most difficult thing when starting a new blog is defining what is all of this going to be about. I just realized that this blog will not have a single theme. It will be around a few things for which I feel specially attracted or passionate, and hopefully the posts here will be around them. And what are these things? Everything within Technology, Banking IT, Aviation, Cars and Travel. And sophistication, I love sophisticated stuff.

 

 

 

 

Enterprise Technology

Enterprise Technology

Quite disperse, yes, but I guess there is something in common. How these industries have excelled in some aspects, and how these can be applied to the others. Don’t be surprised if you find a review about a flight or a restaurant I enjoyed, or a funny application for a new technology I just learned about.

Above all, the whole idea behind opening this blog is about finding how technology and sophistication can be applied to the Enterprise World by becoming a bit wild. Some of you would agree that in todays average enterprise, the application of technology is somehow restricted by policies, controls and other forms of governance.

So this tiny little place in the web is where we can all go wild and imagine how those innovative technologies that we use, and those we only read about, could break through in the Enterprise World and find fabulous applications. Let’s go wild.

The journey starts, Welcome onboard!