One of the most exciting aspects of the Code Halo™ age is how digital tools and techniques are advancing the way we interact with — and get value from — the companies we do business with. Our Code Halos are taking W. B. Yeats' old phrase, "There are no strangers here; only friends you haven't yet met," and replacing it with a new one: "There are no strangers here; only code that hasn't yet collided with my code."
Any algorithm that "gets" how my affection for Wilco, Lowell George, Ralph Vaughan Williams and Elvis Costello makes me not only one seriously cool dude but also likely to appreciate the so-cool-I've-never-heard-of-them Shovels & Rope — as well as interested in driving the yet-to-roll-off-the-production-line E400 from Mercedes Benz — and interested in knowing that my brother's 7-year-old would love an American Girl Pajama Pal, which I could pick up on my business trip to Manhattan next week (if, of course, I didn't want it shipped overnight by the Amazon Drone) — is revolutionizing what we do, when we do it, how we do it, even why we do it. The "code that knows" is the catalytic converter at the heart of the spark changing every aspect of life and work before our very eyes.
As Code Halo thinking unfolds, it will usher in more intuitive ways of interacting with people and institutions that know us, understand us, remember us, anticipate us and serve us in ways that only the 1% of the 1% has ever really experienced before.
To dig a little deeper into what businesses and public sector organizations are doing to deploy and optimize these new approaches, we recently commissioned Oxford Economics,2 a leading global forecasting and research firm, to examine how the customer interface is morphing in markets undergoing rapid digitization. We chose to focus on the customer interface — among all major areas where Code Halos are impacting business — because it is the prominent touchpoint at which Code Halo thinking is most highly developed and having the greatest impact.
You, Mr. or Ms. Customer, are Really King (or Queen). No, Really