Innovative Technologies Can Alienate Customers

By Dennis McCafferty  |  Posted 2015-06-01 Email

Companies run the risk of alienating their customers if they go out of bounds with their use of three high-profile emerging technologies: 3D printing, drones and wearable tech. A recent survey from the Chubb Group of Insurance Companies reveals that consumers generally harbor major concerns about how the organizational use of these innovative technologies will affect their safety and privacy. While they're usually fine with using an automotive part built with 3D printing, for example, they take issue with eating any 3D-printed food. And consumers feel strongly that organizations deploying drones should put their operators through safety training, as well as assure the public that they are not violating privacy rights. "Consumers are embracing many of the products and services being developed through new technologies," says Steven Hernandez, Chubb's worldwide loss control manager, "but they clearly are concerned about how companies are managing the emerging risks of such innovation." An estimated 1,000 consumers took part in the research, which was conducted by Opinion Research.

Dennis McCafferty is a freelance writer for Baseline Magazine.

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