There is no such thing as “today’s consumer” – and that is a great thing. The travel and hospitality industry, for instance, serves a wide range of customers looking for a tremendous variety of experiences at a range of price points for different travel purposes. They simply can’t be lumped together. The same is true of consumers generally. When businesses step away from this type of generalization, it allows for better focus on something more productive: individualization. What approaches and practices will help them best understand their customers and tailor their offerings to satisfy their unique needs and preferences?
https://chiefexecutive.net/keys-delivering-individualized-experience-customers/
Interesting interview with Maggie Chan Jones, the first woman global chief marketing officer of SAP. Here Steve Olenski talks to her about a lot of different topics ranging from CX, AI, all the challenges she's faced as CMO and what she's up to these days including her speaking at two diversity and inclusion events, Women Economic Forum and I Inspire, in New Delhi, India at the end of April.
https://www.forbes.com/sites/steveolenski/2018/03/19/should-cmos-lead-customer-experience-one-former-cmo-says-maybe/#4c14e6af5bff/
Artificial intelligence (AI) has already become an everyday part of our lives. We use it at work and at home - often without even realizing it. AI is evolving now in all industries especially in the banking sector, 2018 will showcase many projects and applications that are adopting AI to increase their performance and security in all terms.
http://www.bobsguide.com/guide/news/2018/Mar/19/using-ai-to-enhance-customer-experience/
Marketers in the UK are typically missing out on revenue and delivering an improved customer experience by not measuring the lifetime value of their customers, a new report has revealed.
https://www.warc.com/newsandopinion/news/uk_marketers_find_customer_lifetime_value_elusive/40197/
While 80% of CEOs believe their company offers exceptional CX, just 8% of their customers agree. “Organisations need to differentiate on CX because 9 out of 10 customers are willing to pay significantly more for a better experience,” says Qualtrics CX subject matter expert and principal consultant Vicky Katsabaris. Qualtrics has identified five key trends businesses need to consider for their CX management programmes this year.
https://channellife.co.nz/story/5-major-cx-trends-expect-year-qualtrics/
After the holidays wind down and the resolutions start, retailers look back at the crucial time of year that falls between the cyber deals of Thanksgiving and the shopping sprees of December. The first few months of the year can see a dip in sales, but the winners in retail know to use this time to examine what can be improved over the next year to build a better user experience and increase sales without taking a hit outside the holiday months.
https://martechseries.com/mts-insights/guest-authors/digital-experience-data-reveals-customer-experience-isnt-just-holidays/
At least once a week, I load up a hypothetical shopping cart from online retailers like Zara, ASOS, and Sephora, only to decide that I don't want to spend money on clothes or makeup I don't really need. So I abandon the cart and close the tab. According to new research by Market Inspector, I'm not the only one. Fifty-seven percent of internet users discard internet shopping carts because of indecisiveness.
How can companies fix that indecision? For starters, 31 percent of online shoppers report that they weren't able to get answers to simple questions from company websites. That's not a product issue; it's a customer service issue.
https://www.hospitalitynet.org/news/4087495.html/
As Internet of Things (IoT) devices infiltrate people's homes and offices, consumers increasingly look for IoT experiences that are monitored, personalized, improved, and updated with new features, according to a Thursday report from Forrester.
https://www.techrepublic.com/article/4-ways-iot-can-improve-the-customer-experience/
If marketers want to upgrade their customer experience, they will have to take a hard look at revamping their data analytics.
According to an Econsultancy and Adobe survey of client-side marketers worldwide, 65% of respondents said improving their data analysis is a very important factor in delivering a better customer experience. That was the most popular answer for the second year in a row, up from a 63% response rate in 2017.
https://www.emarketer.com/content/better-data-analysis-is-critical-to-improving-customer-experience/
The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept, choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.
There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a “delivery gap.”
https://www.business2community.com/customer-experience/cx-perception-gap-02030787/
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