Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.
Before we dive any more in-depth on this issue of scariness, let’s review what the technology is and how they differ from each other.
- Facial Recognition: This technology assesses your facial features and based on the spatial relationships it records and compares to a database, identifies who you are. Facial recognition identifies you, the person.
- Facial Expression Analysis: This technology records your facial features and determines how you are feeling based on the spatial relationships it records and compares to a database. Facial expression analysis identifies how you, the person, feel, not who you are.
We have discovered since discussing and writing about it, that plenty of people find facial recognition technology and facial expression analysis technology creepy. While I recognize that this is the case, I don’t understand it. I see facial recognition and facial expression analysis as a new technology that can help us improve our Customer Experiences. I predict that one day soon we won’t know how we lived without it.
We did a recent podcast on how people are sometimes scared of new technology. My wife Lorraine is one of them. When I suggested to her back in the day that she should get a mobile phone, she said, “Why would I want one of them?” Eventually, she bought one. She became used to it, and now she loves it and wouldn’t give it up.