Technology companies have long been claiming to listen to customers. Now one of them is taking the conversation further, writes ARTHUR GOLDSTUCK.
It’s become almost a cliché that technology companies, gadget makers and high-tech service providers have been learning to listen to their customers. Examples abound, from Apple succumbing to the demand for large-screen smartphones despite a near-religious adherence to smaller formats, to Facebook putting more privacy controls in the hands of its users.
But now one company is taking the conversation further: listening to both the customer and the community. Seiko Epson, known for both its pioneering watches and its printing and robotics solutions, believes that it is no longer enough merely to give customers what they want.
“We have to listen to both our customers and to our society,” said Minoru Usui, president and CEO of Seiko Epson, speaking at the CeBIT technology fair in Hannover, Germany, last week. “We want to help make the world a better place and we are determined to make Epson a company that is indispensable in that process. But we can only do this by listening to society.”
The result is that the company has become fiercely focused on reducing the waste resulting from one of the business world’s most wasteful activities: printing.
Three years ago, Usui declared that his company would “make printers that are faster, more beautiful and more efficient than ever before”. Now, he believes, the company has achieved its goal.
CeBIT saw the launch of the new Epson PaperLab, a recycling machine that can fit in any large office. Designed to allow printed paper to be reused, it shreds and pulps the used pages, and spits out clean paper.
However, rather than it being the sole focus of Epson’s CeBIT presence, it was just one element of the organisation’s wide-ranging strategy to transform the office.
“We are exploring the world of tomorrow through the eyes and minds of the workforce of today,” Usui said during a keynote address at the event.
Later, in an interview, he elaborated.
“One thing is clear: there are going to be a lot of advances in Internet and cloud technology, and we have to look at what we can do with our technology and see how we can adapt our products to make a contribution. For example, as technology evolves, there is a need for ever-higher productivity, and to make things lot easier to use than they are now, while having less impact on the environment.
“If we look at what society wants and what we can deliver, there are environmental areas where we can contribute, there is a need for greater precision, or the same precision in a more compact format. We will focus on areas where our technology is suited to fill the gaps.”
The company is specifically focused on four areas of innovation, namely inkjet printer technology, visual communications, wearables and robotics.
Although laser printing exceeds inkjet technology almost fourfold in the global office market, Usui believes the latter has far greater potential in the workplace.
“In laser printing, there have been no technical advances in recent years and users seem quite dissatisfied with its high running costs. We hear from many customers they want to print in colour, but don’t because of the high cost. Inkjet technology has helped release people from restrictions they have felt about office printing today.”
Advances in inkjet printing technologies also mean fewer moving parts in Epson machines, and therefore less energy consumption. This has helped some large corporations make dramatic reductions in their own carbon footprints.
Usui points that many photocopier companies have been trying to reinvent themselves by putting an effort into managed print services. However, he says, this does not address fundamental issues like printer speed and cost of operating. As a result, he believes, 2017 will see a tipping point in the rate at which companies move over the inkjet printing.
While Epson has long served the consumer and small business market with inkjet printers, it also used CeBIT to unveil an enterprise offering. The WorkForce Enterprise WF-C20590 is not as sexy a name as the PaperLab, but it is possibly more important strategically. An A3 multifunction printer, it is Epson’s first corporate high-speed inkjet line head printer, and prints 100 pages per minute – which the company calls “breakthrough speed”.
The machine’s junior sibling, the WorkForce Pro WF-C869R, aimed at slightly smaller offices, uses a highly economical ink solution called the Epson Replaceable Ink Pack System, which allows the company to claim the lowest-cost colour printing in its class.
“Products like the high speed printers address cost issues, and innovations like the PaperLab address environmental issues,” said Usui. “We are taking an overall look at the business of printing, and removing concerns and restrictions one by one.”
Naturally, there are likely to be conflicting demands when society is pulling in numerous directions. But Usui believes this should be built into business strategy.
“Yes, there are lots of needs in society. However, it’s important for us to look at megatrends, understand the things that definitely will happen, and look at ourselves and see to which ones we are able to contribute.”
Now download a bank account
Absa has introduced an end-to-end account opening for new customers, through the Absa Banking App, which can be downloaded from the Android and Apple app stores. This follows the launch of the world first ChatBanking on WhatsApp service.
This “download your account” feature enables new customers to Absa, to open a Cheque account, order their card and start transacting on the Absa Banking App, all within minutes, from anywhere and at any time, by downloading it from the App stores.
“Overall, this new capability is not only expected to enhance the customer’s digital experience, but we expect to leverage this in our branches, bringing digital experiences to the branch environment and making it easier for our customers to join and bank with us regardless of where they may be,” says Aupa Monyatsi, Managing Executive for Virtual Channels at Absa Retail & Business Banking.
“With this innovation comes the need to ensure that the security of our customers is at the heart of our digital experience, this is why the digital onboarding experience for this feature includes a high-quality facial matching check with the Department of Home Affairs to verify the customer’s identity, ensuring that we have the most up to date information of our clients. Security is supremely important for us.”
The new version of the Absa Banking App is now available in the Apple and Android App stores, and anyone with a South African ID can become an Absa customer, by following these simple steps:
- Download the Absa App
- Choose the account you would like to open
- Tell us who you are
- To keep you safe, we will verify your cell phone number
- Take a selfie, and we will do facial matching with the Department of Home Affairs to confirm you are who you say you are
- Tell us where you live
- Let us know what you do for a living and your income
- Click Apply.
How we use phones to avoid human contact
A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.
Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances.
Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?
The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.
In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.
Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.
Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”
To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:
· I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?
With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.
· Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?
Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.
· I’ve lost my phone! How will I keep myself entertained now?
Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.