Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?
https://www.cmo.com.au/article/631127/how-aussie-brands-bringing-personalisation-into-cx/
In looking back at 2017 in retail customer experience, there were lots of big headlines, a big wave of emerging technologies and a long list of strategies in play as retailers strive to enhance and advance the customer experience.
As the new year arrives, it's a great time to look ahead at what's to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close.
https://www.retailcustomerexperience.com/articles/industry-experts-offer-up-2018-predictions-on-retail-customer-experience/
Few would argue that two of the most important marketing topics at the moment are customer experience (CX) and data analytics.
Which is interesting as CX and analytics seem worlds apart. CX tends to be a soft, holistic study of how to make customers happier and analytics consists of the cold, hard numbers which fuel return on investment (ROI) calculations.
Yet marketers are tasked with addressing both, and so many are wondering about how these two distinct disciplines can be brought together.
https://www.econsultancy.com/blog/69631-four-steps-to-optimizing-customer-experience-using-data-analytics/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
According to Accenture, approximately 80% of executives in B2B companies believe that offering an outstanding customer experience is directly connected to generating better business results and ensuring the company has a competitive advantage. Despite this realization, fewer than 25% of these companies excel at offering great CX. The rest still have a more product or channel-centric approach, with everyone in the organization focused on the product and where and how it’s marketed.
https://customerthink.com/the-future-of-customer-experience-in-b2b/
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.
It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7272949&article-title=5-top-cx-trends-for-survival-in-the-age-of-the-customer&blog-domain=360connext.com&blog-title=360connext/
This Customer Think article outlines 20 real steps to cutting waste out of your products, services, and experiences to make sure you deliver what the customer needs to solve their pain points.
https://customerthink.com/what-are-the-customer-experience-steps-to-cut-poor-features-from-your-tech-product-to-enhance-cx-design/
Customer expectations are rapidly evolving. The pace of technology innovation is relentless. How will your business need to adapt or rethink the way you deliver customer experiences to stay competitive in the year ahead?
Check out these CX predictions from our Beyond the Arc team on what we expect to see in 2018…
https://customerthink.com/cx-in-2018-top-customer-experience-predictions/
The journey to effective CX implementation can be tough. That’s because great customer experience isn’t about just fixing an issue, but about rethinking it and often creating something completely different. That requires a transformation of how the business approaches CX: its processes, technology, employee mindset, and behavior.
In our experience, companies that have trouble with their CX transformation programs commit the following “seven deadly sins.”
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/How-to-Avoid-the-7-Deadly-Sins-of-Customer-Experience-Transformation--121446.aspx/
In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains.
CX is a hot topic in business today, which is evident not just from the many articles and blog posts you see but because 61 per cent of marketing leaders now report their companies have a CXO (Chief Experience Officer) or an equivalent role (although most do not report into the CMO).
https://which-50.com/companies-still-misunderstand-customer-experience-really/
When you focus on finding ways to let people support your CX vision, when you ask for help, you create connection and engagement. You tap into new ideas and ways of thinking. You build a way of working; a culture, not a program.
Here a couple of ways we have leveraged the idea of asking for help to improve customer experience at TELUS.
http://customerthink.com/how-to-get-support-for-your-cx-vision-just-ask/
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