Digitalisation seems to be transforming businesses across every industry. It is an actively discussed topic around the world and widely included in the strategies of companies, institutions, and societies. However, after the financial crisis in 2008, while other industries have been concentrating on how to build their businesses in the digital age, financial services have been concentrating on survival, correcting internal processes, and adapting into the tightening regulatory environment to avoid similar crises in the future.
http://www.bobsguide.com/guide/news/2018/Feb/7/why-every-asset-manager-needs-a-digital-customer-experience/
Predictions for IoT growth rate is challenging, however, analyst firms estimate that the global IoT market can expand greatly to 3 trillion dollars connecting 50 billion devices by 2020
http://www.forbesindia.com/blog/technology/iot-and-customer-experience/
For many years, the definition of a brand essentially amounted to a promise, but what is a promise worth if it is not kept, which is to say, if we fail to deliver it through customer experience and services? With the advent of digital, trust in brands has waned and customers are much more demanding in terms of transparency and the standards they expect, so more than ever brand promises must translate into tangible experience.
https://www.fjordnet.com/conversations/the-need-to-connect-brand-experience-with-customer-experience/
With boundaries that define how industries interact with their customers shifting, technology has become the game-changer that is disrupting the manufacturing world.
https://yourstory.com/2018/02/tech-meets-manufacturing-create-growth-opportunities-deeper-customer-experience/
Retail at times feels like it has a monopoly on press mentions for being in a state of flux and turmoil — and there's good reason for that. Yet the issues facing the retail space aren't contained there. The larger implications move across industries and they're driven mainly by the customer. We marketers often forget that customers aren't siloed; a retail shopper also stays at hotels, books airline travel, signs up for credit cards and much more.
Retailers, hotels, airlines, banks and grocers are trying to better align and overcome the challenges of providing service at scale. Here's how this can be accomplished.
https://www.marketingdive.com/news/why-brands-must-scale-service-and-experience-to-meet-customer-expectations/515940/
With as many as two-thirds of shoppers conducting research online before purchasing a product, the need has never been greater for retailers to understand the ways in which their customers interact with products across multiple sales channels. Furthermore, the best retailers understand that simply setting up a web shop and calling it a day isn’t enough. In order to give customers the best experience possible, service should be personalized to each customer on every platform to deliver tailored product experiences.
https://www.psfk.com/2018/02/customer-experiences-omnichannel-personalization.html/
Today’s consumers expect instant, automatic, and correct results – every time. Don’t believe me? Go read reviews for your last purchase and I am willing to bet that there are some negative reviews on there about time to delivery, quality, or the return process, etc. We have turned ourselves and future generations into savvy and high-standard consumers. We want it now and we want it for cheap and only the best quality. Too much focus on the front-end delivery will lead to a failed satisfaction. Today’s CX standards are more than just a notification that the missile COULD be inbound. We expect to know where exactly it’s going to impact, when it’s going to hit, how big it is, and we expect to be told immediately if it’s not going to happen.
http://customerthink.com/what-we-learn-from-one-click-cx-its-pitfalls/
Over the last fifteen years, many corporations have embraced the goal of creating a superior Customer Experience. The principle is powerfully intuitive – customers that have an emotional attachment to your brand or products will buy more and build a reputation that attracts more customers.
The promise of growth and competitive advantage is so enticing that large investments have been made despite a weak business case for an attractive return. All CX gurus state that a connection to the company bottom-line is important, but few discuss the hard details on how to do that. The current business case for CX rests on weak correlation analyses.
http://customerthink.com/customer-experience-will-be-a-fad-without-a-better-business-case/
The customer experience has had such a profound impact on organisations across the globe that it has totally transformed the way we look at business. There was a time, not so long ago, that companies got by on looking like all-powerful behemoths - essentially intimidating their customers into buying from them. But since the financial crisis of 2008, we've gradually begun to lose faith in the Goliaths, leading us to make our decisions based on what truly works for us.
https://www.itweb.co.za/content/VgZeyqJAXVzMdjX9/
In today’s marketplace, it’s all about creating the most positive experience for your customers. You need to engage with them in a way that is unforgettable and helps them remember your business the next time they are in need of the products and services your company offers.
https://www.allbusiness.com/can-create-unforgettable-customer-experience-without-breaking-bank-115719-1.html/
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