Part 1:

I want to start by saying that I completely bombed my pre-course assignment, I did not think it was hard, but I have never been exposed to technology and different types of data sharing and the many aspectsof the questions that were in the assessment, I think if I had a time to study forlittle bit, I could havegotten a better score, but that is the purpose of a pre course assignment I guess, but I think it was a good start up point to know what to expect from this class and what we are all going to be learning and hearing about in the next eight weeks of class. I think there will be a post course assignment, but not sure if there is one, but I'm excited to learn and explore this side of the technology world.

Part 2:

Case Study 1-1 Questions & Answers

1. Is technology by itself enough to ensure high-quality customer service?

Not quite, I believe that great customer service comes from many different things within the workplace so that customer service excellence can be achieved. One of the most important tools when it comes to customer service are the employees as customer service should start with them, of course technology will absolutely help. The first tool of customer service is communication, second comes systems which are databases and data, and lastly comes leadership.

1. What are Federal Express's estimated annual savings from using information technology?

Federal Express saves about $57.56 million per year, also since using their online tracking system, Federal Express reduced costs from $1.36 billion per year to only $21.6 million per year.

1. What are a couple of examples of information technologies used by Federal Express?

Federal Express utilizes a comprehensive website to assist customers in tracking their packages and reduce call center costs, in addition the company uses a relationship management software called Clarify on their call centers to make customer service reps easier reducing response time and making customers better satisfied.

Case Study 1-2 Questions & Answers

1. According to this case study, what is an upcoming key technology that will be used in retail stores to improve customer service?

The upcoming technology that is soon coming to all of retail stores in the U.S it's called Scan it, it allow customers to scan as they go through the aisles, if they like something all they have to do is scan their mobile device and the items will automatically go to their shopping cart, additionally, if there are coupon for certain items that were picked up, the system will automatically identify and process the coupon whenever the item is scanned.

1. What is the name of the device used by Ahold USA's Stop and Shop retail stores?

The device adopted by Ahold USA's Stop and Shop it's called Scan It.

1. What will be the role of smartphones in the future of shopping?

Smartphones nowadays already play an important role when it comes to retail and groceryshopping, they can be used for many things from picking up items, gathering them in their online cart or picking them up in the store. But the latest technology being tested and already proven success by many different companies to include Apple, Nordstrom an many more is the scan and go feature where customers can simply scan item with their smart devices.

Scan-and-go have become famous in many different grocery shops as it is a easy and convenient way to pick your groceries without having to walk around with a shopping cart up and down the aisles which sometimes can be a pain and even worse during peak times. It's a faster and easy way to keep track of your groceries and also keep track of your spending, many stores are trying the new system and receiving many positive feedbacks from customers all over the US such as BJ'S wholesale club, Giant grocery stores, Kroger and many more. Even though the technology is slightly different from chain to chain, the concept remains the same, to make shopping as easy as possible for the customer's convenience, saving them time and money in the long run.

Resources

D'Innocenzio, A. (2018, February 23). Why Scan-and-Go Technology Is Surging in More Grocery Stores. Retrieved January 16, 2020, from https://www.inc.com/associated-press/supermarket-chain-stores-new-technology-scan-go-customers-amazon-phone-app.html

The Benefits of Scan and Go Technology. (n.d.). Retrieved January 16, 2020, from https://mishipay.com/blogs/the-benefits-of-scan-and-go-technology/

My homework is posting a discussion board about it?