Customer Centric Personal Computing Experiences For The Indian User

We often hear about how technology has changed our lives, and how technological innovation has accelerated in recent years to play an increasingly important role. In 2020, the PC industry has never been more vibrant! From a bulky avatar, today PCs are making our lives easier and more fulfilled whether for personal or professional work. And while several obituaries have been written about it over the years, the ubiquitous PC has continued to evolve – for a young professional, youth in school and college, young moms and new age families. So, the question before us as an industry is – what role is the PC playing today and how will it evolve further in coming years? 

I believe the answer to the question lies at the intersection of two critical focal points - advances in hardware and software, and the fact that the PC plays a central role in helping people innovate, influence and achieve more. The key is to design innovative devices that keep pace with emerging applications while modernizing the user experience to make it simple, smart and intuitive.

Looking at industry developments, the following factors and trends are likely to play a crucial role in determining the direction in which the industry is headed:

It’s all in the details:  For digital natives or even first-time users, an inclination to become technology-savvy is fueling the demand for tech devices to offer a premium look and feel clubbed with the latest technologies and robust performance.  A growing segment of young users - who use a laptop for work, entertainment as well as gaming, are looking for finer details in the design, performance and functionality of their PC in order to further enrich their technology experience. 

Visual experiences: As users spend an increasing proportion of their personal and work life in front of a screen, there is an opportunity to develop displays that offer a superior viewing experience. Narrow bezels that provide a larger viewing area in a relatively smaller form factor as well as innovations that offer an eye-friendly, yet the vivid visual experience is directly proportionate to customer delight.

Enhanced productivity: A growing global trend, is how Gen Z aspires to work with cutting edge technology when applying for jobs – a ‘tech first’ approach. That coupled with developments of 5G and emerging technologies like AI and ML that are becoming mainstream, offer PC manufacturers an opportunity to empower users with enhanced productivity while providing convenience (thin, light and mobility) and performance.

Sustainability: Consumers are becoming more aware of the products they use and the immediate as well as the long-term impact it has on the environment. As this trend continues to grow, we will see companies setting aggressive goals to demonstrate a commitment towards sustainability by reducing the impact of their products throughout its lifecycle. 

Customer centricity should be at the beginning, middle and the end of any business strategy. While we may look at trends in form factor, design etc., customer centricity is what makes a brand trusted and desirable. From here on, one can look at technology and innovation through the prism of desirability, workability, feasibility, and viability while delivering customer-focused PC experiences.