It used to be that organizations had individual clouds for their marketing and sales efforts as a way to pull together data, with each cloud holding information for just one area of the company. But just like the customer journey is changing, so too is how we manage it. The big push now is the experience cloud, which brings together things like customer data, digital experience, and personalization to create an efficient, modern way to monitor and interact with customers.
https://www.forbes.com/sites/blakemorgan/2017/10/26/what-is-the-customer-experience-cloud/#1aaae33d1890/
Join our social media and CX experts as they explain how social customer service tools can help brands provide winning digital customer experiences. They’ll discuss how to manage that experience across multiple social touch points, leverage evolving social customer service tools and platforms to deliver long-term value and act on real-time customer insights to drive social ROI.
https://marketingland.com/customer-experience-age-social-media-228554/
With the booming popularity of IoT devices like smartwatches, beacons, connected cars, activity monitors and more, marketers might feel overwhelmed when it comes to tapping into the potential of all that data. In a world in which the volume of data from digital and physical sources is growing exponentially, how can retail marketers understand which sources to collect and leverage, and which to ignore?
http://multichannelmerchant.com/blog/leveraging-the-right-data-to-enhance-the-customer-experience/
Customer feedback is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company.
https://www.myjoyonline.com/opinion/2017/November-16th/customer-experience-the-price-companies-pay-for-loss-of-consumer-feedback.php/
Confirmit wanted to find out how CX (Customer Experience) practitioners could develop a holistic approach to their domains through tactics such as improving the survey and re-evaluating KPIs, and exploration of new and additional technologies available to CX Professionals (text, social, and predictive analytics & Video and speech).
https://www.loyalty360.org/content-gallery/daily-news/harnessing-the-power-of-cx-innovations/
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
http://360connext.com/customer-experience-exactly/
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.
https://www.jacada.com/blog/the-customer-experience-manager/
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
http://www.customerbliss.com/candidate-experience-also-customer-experience/
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