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/
Working with customers can be a blessing and a curse. Most days, you’re blessed with good people and situations. Other days might be different.
For those tougher days on the front line of the customer experience, here are six unique tools and tactics from Joy Baldridge, author of The Joy in Business – Innovative Ideas to Find Positivity and Profit in Your Daily Work Life.
http://www.customerexperienceinsight.com/6-fun-rules-to-make-the-customer-experience-better/
The Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.
Can you guess what the most exciting opportunity for a business is?
If you guessed ‘customer experience’ (or CX), you guessed right.
https://www.superoffice.com/blog/customer-experience-strategy/
Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
https://www.business2community.com/customer-experience/8-customer-experience-metric-silos-mask-momentum-01962051#mqf5YIQHOkuFPmge.97/
What do you suppose keeps marketers up at night? Well, according to a recently published Content Marketing Institute/MarketingProfs survey, 68 percent of technology content marketers said their top challenge is creating content for multiple roles. And according to a 2019 Adobe digital trends survey (download required), more than half (55 percent) of respondents said one of their top three priorities for this year is the better use of data for more effective audience segmentation and targeting.
https://www.cmswire.com/digital-marketing/a-look-at-marketers-biggest-customer-experience-challenges-in-2019/
I write this post to not just sound the alarm, but to stimulate some useful discussion about why CX is failing, and what to do about it.
To start off, I’ll share what learned from a discussion with Paul Hagen, a former Forrester CX analyst now head of Customer Experience & Innovation Strategy at West Monroe Partners. Like me, he’s worried about CX’s future, wondering “when with the term go away” as executives “focus on the next shiny object.”
http://customerthink.com/an-inconvenient-truth-93-of-customer-experience-initiatives-are-failing/
To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and culture. Unfortunately, common misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In our new report, Avoid These 14 CX Misconceptions, my colleagues and I detail the most common misunderstandings and explain how CX professionals can get back on track.
https://go.forrester.com/blogs/avoid-these-top-cx-misconceptions/
Over the last few weeks my team and I have been trying to make sense of the customer data platform (CDP) category of marketing tools. The CDP value proposition is to create a unified, complete picture of every customer that can be used to improve the customer journey and deliver a personalized customer experience across all marketing channels. Customer experience nirvana!
In trying to categorize all the CDPs (there are more than 40), the single biggest challenge has been to find two or three meaningful sentences that describe what each product does.
https://www.cmswire.com/customer-experience/b2b-customer-experience-fundamentals-your-product-description/
Ask a few friends or colleagues what brands they admire and why. They may mention brands with innovative products or a cool visual vibe, but dig deeper and they’ll likely tell you how a brand makes them feel -- maybe about an inspiring video on Facebook, an app that makes life easier or a pain-free return process. What they’re describing is the experience the brand delivers to customers. And customer experience (CX) is where great brands stand apart, where disruptive brands disrupt and where industry leaders leave the competition behind.
https://www.forbes.com/sites/forbesagencycouncil/2018/04/11/build-the-right-team-for-a-customer-experience-home-run/#719492e1593a/
As customer experience – increasingly based on digital interactions – becomes a competitive differentiator, brands need to assess their current capabilities and understand where they may need to make changes, according to an industry figure.
https://www.warc.com/NewsAndOpinion/News/39826/
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