With a history spanning over five decades, Virgin Group is a collection of more than 400 companies across several industries around the world. Be it riding the rails with Virgin Trains, spending the night in a Virgin Hotel, or placing calls with Virgin Mobile, Virgin companies are renowned for offering a unique and exceptional customer experience. While Sir Richard Branson, founder of Virgin, has made many statements on the topic of serving customers well over the years, he has equally many things to say about treating employees well, as evidenced above.
http://customerthink.com/fix-the-agent-experience-to-improve-the-customer-experience/
Providing a single repository that delivers a 360-degree view of the customer enables an organization to deliver a highly differentiated and much more engaging customer experience (CX). Brands who leverage a CDP are already proving how IT and marketing teams can work together to drive business success.
As organizations deploy their first CDP use cases, or plan to do so, Adobe’s experts have some important tips that can help improve the chance of success with these projects. The most important is that the CDP must support both known and unknown data. An unknown contact is one that may not be a registered or named user yet is still a valid contact or website visitor. Adobe has designed their use case with the capability to bring together known and unknown data to activate real-time customer profiles across channels throughout the customer journey.
https://www.cio.com/article/3385116/the-customer-data-platform-your-next-step-in-optimizing-the-customer-experience.html/
Any retail marketer knows that customer experience is critical. With numerous touch points — web site, in-store, Amazon, advertisements, contact centers and more — retailers are more responsible than ever for providing a great experience for customers regardless of the channel.
The one aspect that factors into every customer touch point is content. Whether it is product information or a content marketing campaign, all details must be consistent — and in the customer’s language. According to a recent Forrester report, 80% of business leaders believe that content challenges prevent them from delivering on their business objectives. This is not very surprising when you consider the volume and velocity of digital content that makes its way across all of the customer communication channels. This level of content can be tough to manage if businesses do not have the right strategies in place.
https://www.retailtouchpoints.com/features/executive-viewpoints/content-s-role-in-the-customer-experience/
When it comes to customer expectations, it is no surprise that with all the latest tech-leaning us towards instant gratification that millennials have higher expectations for customer experience. This is mostly due to instant gratification with mobile and email notifications from brands.
A recent report from Adobe surveyed 1,500 U.S. adults regarding preferences and expectations for digital experiences in the retail, travel & hospitality, media & entertainment, and financial services industries and found that expectations for customer experience are much higher coming from the millennial age group than ever before.
https://www.forbes.com/sites/nicolemartin1/2019/03/26/why-millennials-have-higher-expectations-for-customer-experience-than-older-generations/
Customer experience has been steadily evolving over the past decade, as new technologies come online and businesses try to provide a better service to customers in the most efficient way possible. AI has been seen as pivotal in this journey, driving more intelligent call handling and streamlining processes through automation.
To discuss this issue further, TechRadar Pro spoke to Craig Palmer, Director of Customer Experience Transformation EMEA from Verizon in our latest Q&A to find out how AI is impacting the modern contact centre environment and to identify what the core benefits and potential pitfalls are.
https://www.techradar.com/news/customer-experience-in-an-ai-world/
This customer experience (CX) thing can be a bit confusing and you'd be forgiven for wondering whether the current state of affairs is due to data management, complacency or both.
It's one thing to say CX is everything to your company and quite another to actually deliver.
That's about the only solid conclusion you can garner from the spate of CX data points flying around as Adobe's big Summit conference concludes this week.
https://www.zdnet.com/article/customer-experience-cx-disconnects-is-it-the-data-or-the-complacency/
86% of customers are willing to pay more for a better customer experience. Give them what they want. Your customers expect an experience on your site. A great experience; an experience that has been personalized for them. Where do you start when making something like that a reality?
This Exponea e-book will take you through the early stages of improving the customer experience on your site, followed by specific personalization strategies to start using, and a comparison of different product recommendation models so you can pick the best one for your business.
https://www.drapersonline.com/business-operations/industry-insight/industry-insight-building-a-great-ecommerce-customer-experience/7034986.article/
No product or brand can fulfill the needs and expectations of every person every time. Companies that try to please the masses usually underwhelm their true target audience and gain little in the exchange. Even if you manage to create an incredible experience in red, there will always be people who prefer blue.
Great customer experience (CX) does not exist in a vacuum. To design an experience that keeps people coming back, focus less on wowing the crowd and more on creating a plan that consistently delivers satisfying results.
https://www.inc.com/rhett-power/the-perfect-customer-experience-is-not-what-you-think.html/
Advanced customer experience (CX) technologies are proliferating in the private sector, connecting customers with companies via a number of channels — phone, email, live chat, and even social media — quickly and easily. That’s why by 2020, experience will overtake price as a key differentiator for consumers. It’s also why citizens today expect increasingly transparent and responsive services from the public sector.
Direct government-to-citizen (G2C) experiences are paramount in shaping perceptions of and building trust in public-sector agencies. Every level of government can take steps to improve G2C interactions by updating their citizen experience philosophy and adopting modern technology. One powerful example that has already proven to improve customer experience in the private sector is a live chat platform where citizens can connect with government agents directly via their website or mobile app.
https://www.govtech.com/opinion/Get-Ready-for-Customer-Experience-Technology-Contributed.html/
Nearly all supply chain managers responding to a recent survey said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say they’re held accountable for standard customer experience KPIs such as NPS and CSAT scores.
Ninety-six percent of respondents to the survey by Convey and eft Supply Chain and Logistics Business Intelligence said customer experience is a critical measure of last-mile success, up from 83% a year ago, while 66% are held accountable for CX KPIs, up from 56%.
https://multichannelmerchant.com/operations/customer-experience-metrics-key-measures-supply-chain-success/
Bookmarks on this page are managed by an admin user. 
