Blockchain is a technology that holds the potential to revolutionize the way we all do business, far beyond its potential to change financial transactions. Enterprises everywhere seem to think so too:
- 90% of North American and European banks are exploring blockchain technology
- Nasdaq is piloting a blockchain-powered private market exchange
- IBM and Comcast Ventures are backing a fund for blockchain startups
- Gartner predicts the total business value-add of blockchain to reach $3.1 trillion by 2030
That might sound intimidating. But blockchain has enormous potential to change customer experience for the better – improving access for disadvantaged customers, making businesses more accountable, and increasing security in all kinds of business-customer interactions.
Here are some conventional processes that customer service functions perform now, and how blockchain could transform them in the future