Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
While good customer experience can build loyalty, not every effort to improve CX leads to success. Today, site guests expect like never before from your site as they think about the customer experience against the pioneers from various divisions like Amazon, Facebook, HubSpot or Uber. However, regularly there are normal defects in how websites are composed which implies they don’t meet the customer expectation and your communication goals.
https://customerthink.com/10-customer-experience-mistakes-you-need-to-avoid-in-2018/
RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Technology key focus for retail customer experience improvements; Consumers are embracing the connected retail experience; and are consumers ready to go cashless?
https://www.retailtechnews.com/2018/01/25/technology-key-focus-retail-customer-experience-improvements-consumers-embracing-connected-retail-experience/
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/
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today.
http://www.briansolis.com/2018/01/future-cx-look-like-promising-predictions/
The public launch of Amazon Go Monday represents a slew of technology advancements and customer experience innovation as the Seattle-based supermarket, boasting a cashierless checkout, is delivering on a range of customer wants and needs.
https://www.retailcustomerexperience.com/articles/amazon-go-disrupts-re-invents-elevates-the-customer-experience/
How are some of the world’s biggest brands preparing, and what investments and upgrades are they making? Let’s look at five trends emerging across the customer experience stack — from substantial shifts in the way companies are designing their architectures to new tools they’re using to keep employees engaged.
https://www.cmswire.com/customer-experience/5-ways-the-customer-experience-stack-will-evolve-in-2018/
Here are reasons why customer security online is essential to overall customer experience in your business.
https://customerthink.com/why-customer-security-is-an-essential-part-of-customer-experience/
The retail landscape has significantly changed due to the digitisation of shopping and shift in consumer buying behaviour. Consumers today have low attention spans, shop mobile first, use peer recommendations and conduct research before making a purchase.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/01/23/the-future-of-brick-and-mortar-enhancing-the-customer-experience/#76243a273ce3/
Recent research by my firm shows that more than two thirds of digital managers (68 percent) believe their organization’s internal structures are having a negative influence on the business’s ability to deliver effective customer journeys.
In another study, 42 percent of executives agreed that silos are the biggest internal barrier to digital transformation.
But while organizations seem aware of the negative influence internal structures can have on digital products and services, many are struggling to establish a legacy of the right structures and processes they need to transform customer experiences.
https://www.cmswire.com/customer-experience/pave-the-way-to-better-customer-experience-by-dismantling-internal-silos/
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