To stay ahead of the customer experience curve, companies can no longer rely on voice and telephone services alone, says Stephen Ball, Senior VP Europe and Africa, Aspect Software.
Recent times have seen some hugely significant developments in industry, with these advances now coming to define how we approach the world of technology. Bitcoin, blockchain and big data have well and truly come to the fore, and AI, automation and chatbots are showing promise on a commercial scale.
These developments are having a huge impact on the ways in which businesses engage with their customers. Here, Stephen Ball, Senior VP Europe and Africa, Aspect Software, looks at the key customer experience trends that we will see developing in the coming months.
http://pressoffice.itweb.co.za/aspect/PressRelease.php?StoryID=281944/
Imagine possessing the ability to resolve a problem for your customer before she had a chance to contact your company to complain. Alternately, by aggregating the customer’s interactions with your company and purchase history, your marketing solution identifies her as the perfect candidate for your new product and sends her a promotion. These are the promising ways in which artificial intelligence (AI) can improve the customer experience.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-How-Artificial-Intelligence-Can-Help-Transform-Customer-Engagement-and-Sales-123447.aspx/
To script out a seamless experience and build the perfect journey, you realize it is not an easy task to pinpoint and monetize the most critical paths in the customer journey in the digital era. However, an effective customer journey management program, helps you eliminate any disruption in the customer purchase process and uncover the critical success factor.
http://customerthink.com/customer-journey-management-the-key-to-better-customer-engagement/
In-App & Web Notifications are increasingly being used by digital-first businesses as a means for boosting conversions or simply conveying an important message to their visitors (while they are active in-app or on the website). According to Localytics, In-App Messaging in particular is capable of boosting engagement by 3x! So to what can we attribute the success of in-app and web notifications? Easy. That would be their exceptional ability to deliver the right content to the right audience at the right time.
https://mopinion.com/10-tools-with-in-app-web-notifications/
Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.
Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.
Come on now, I wondered. Is this any way to treat a customer?
https://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
In the age of the hyperconnected consumer, delivering a personalized experience is key. Columnist Andy Betts shares three ways to engage and resonate with your audience.
https://martechtoday.com/new-era-personalization-hyper-connected-customer-experience-209529/
The influx of data doesn’t have to be overwhelming, so long as customer service providers rely on intelligent solutions to mine through the multiple data sources. Contact centers also need to look for analytics solutions, which will analyze and operationalize customer interaction data in a way that allows businesses to be proactive in their customer engagement approach.
https://insidebigdata.com/2017/12/15/5-ways-interaction-analytics-can-improve-customer-experience/
Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s).
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and alliances. It actually means the whole company is getting its act together to deliver what it promised to customers.
https://www.business2community.com/customer-experience/walking-talk-customer-experience-01957988/
Among the many measures of U.S. corporate performance is topple rate, or the rate at which groups of leading companies in industries or market indexes changes over time. Multiple studies have found that the topple rate has never been higher and, as a result, increasing numbers of top companies face obsolescence. This reality is commonly caused by a company’s product or service losing relevance, but it can also be a consequence of customer experience offerings failing to match the changing times. Consequently, the digital component of the customer experience has never been more critical to success.
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Mapping-the-Customer-Journey-From-Effort-to-Emotion-121880.aspx/
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