Technology-driven competition is becoming fierce and unrelenting. Companies today can deliver seamless, high-quality customer experiences across the whole of their marketing, commerce and supply chain function. With the ability to tap multiple data sources while interfacing with knowledge workers using natural language, “augmented intelligence” systems leverage business rules, machine learning and advanced analytics to comb through mountains of data and help teams deliver end-to-end optimization. So what’s the remaining challenge?
https://www.forbes.com/sites/forbespr/2017/11/29/augmented-intelligence-can-help-bust-silos-and-optimize-customer-experiences-says-new-study/#7d2d2f976070/
Loyalty360 asked a few experts in the loyalty industry about trends related to customer behavior, how brands can leverage these insights to strengthen relationships and spark expanded brand loyalty, and the positives and challenges associated with Black Friday and Cyber Monday.
https://www.loyalty360.org/content-gallery/daily-news/behavioral-trends-that-could-impact-customer-exper/
In this digital age, customers expect a consistent experience that is seamless, intuitive and engaging across channels be it social, mobile or in person. These digitally evolved customers ask for information anytime, anywhere, superior digital products and services, multi-channel experience and personalized, contextual engagement.
http://businessworld.in/article/Stay-Ahead-of-the-Game-with-Enhanced-Digital-Customer-Experience/25-11-2017-132713/
Nowadays, there is a lot of talk about customer experience. Aside from a strong product offering, it is customer experience that can help differentiate a business. Competition is all around, and technological advancements allow for innovative ways that create the illusion of more intimate brand-customer relationships. Customer experience is motivated not only by rational argument (“what do I think of the brand”), but also very much the emotional sensations that arise from interacting with a business (“how does it make me feel”).
http://www.cxotoday.com/story/customer-experience-focus-is-a-strategic-brand-differentiator/
Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when this is put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience.
https://www.forbes.com/sites/adrianswinscoe/2017/11/28/when-it-comes-to-customer-experience-in-2018-can-we-make-boring-the-new-cool/#3fda029c5c0a/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
The journey to effective CX implementation can be tough. That’s because great customer experience isn’t about just fixing an issue, but about rethinking it and often creating something completely different. That requires a transformation of how the business approaches CX: its processes, technology, employee mindset, and behavior.
In our experience, companies that have trouble with their CX transformation programs commit the following “seven deadly sins.”
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/How-to-Avoid-the-7-Deadly-Sins-of-Customer-Experience-Transformation--121446.aspx/
Creating great experiences for customers should be a top goal for every business. If you can offer an amazing experience, you can create repeat customers, increase sales and more effectively market your business in a number of different ways. Here are some tips from members of the online small business community for creating great customer experiences and growing your business in other ways.
https://smallbiztrends.com/2017/11/10-tips-improving-customer-experiences.html/
In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains.
CX is a hot topic in business today, which is evident not just from the many articles and blog posts you see but because 61 per cent of marketing leaders now report their companies have a CXO (Chief Experience Officer) or an equivalent role (although most do not report into the CMO).
https://which-50.com/companies-still-misunderstand-customer-experience-really/
NGDATA’s annual Consumer Banking Survey found that consumers have increasingly high expectations and demand exceptional customer service in exchange for their loyalty. This means that banks and credit unions must accelerate digital transformation across their organizations so that they have the tools to become fully customer centric. Consumers must be at the center of their entire architecture, and meet the raised expectations for service providers.
https://thefinancialbrand.com/68968/digital-banking-customer-experience/
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