We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, companies across industries are beginning to recognize CX as a key competitive differentiator and are making sweeping changes to keep up.
https://venturebeat.com/2018/01/15/resetting-the-bar-for-customer-experience/
Stuart O’Neill, head of SAP Hybris Australia and New Zealand, explains why digital customer experience (CX) must be a company-wide mandate in order for brands to continuously improve interaction across every touchpoint.
http://www.bandt.com.au/marketing/digital-customer-experience-needs-move-beyond-marketing/
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7014995&article-title=engaging-your-people-with-cx--introducing-the-customer-experience-game&blog-domain=ijgolding.com&blog-title=ijgolding/
Roles focused on the overall customer experience across multiple channels, including designing experiences for emerging technologies like voice, augmented reality and artificial intelligence, are still nascent in the marketing industry.
Howard Pyle took on the role of svp of customer experience and design at MetLife in January 2016, just as the company started its first brand refresh in 35 years. He manages a team of 70 people responsible for the MetLife experience across channels. Pyle spoke to Digiday about why companies need to focus on designing customer experience.
https://digiday.com/marketing/cx-new-ux-metlifes-first-head-customer-experience-building-brands-personal-interaction/
A traditional organizational strategy tends to revolve around minimizing costs and maximizing sales and profits, thereby maximizing shareholder return. In a government setting, cost reduction is important to strategy; but so is raising awareness of what government is doing, and changing the behavior of citizens.
https://www.cmswire.com/customer-experience/when-organizational-strategy-ruins-customer-experience/
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/
2017 has been a transformative year for customer experience, with artificial intelligence and digital assistants at the forefront of the transformation. With the emergence of new channels, organisations also spent much of 2017 grappling with how to handle and analyse the sheer volume of data they were able to collect on customers.
These emerging technologies will inevitably play a more integral part in how businesses deliver the customer experience. Other technologies such as VR and AR, as well as IoT, also have potential to affect customer experience. As we look towards 2018, we’ve put together some thoughts on what 2018 might bring for the customer experience.
https://www.itproportal.com/features/what-does-2018-hold-for-the-customer-experience/
For any knuckle-draggers out there, CX isn’t just some Millennial, hipster, spiced chai latte, altruistic, fluffy nonsense. McKinsey research found that companies who provide a superior, low effort experience realised a 10-15 per cent increase in revenue and a 20 per cent increase in customer satisfaction. More satisfied customers are easier to rebook and upsell. Greater numbers of advocates provide powerful, free promotion. Businesses become more competitive and staff become more engaged in a positive working environment.
The upsides are obvious – and yet the evidence suggests that the experience of the exhibitor is far from positive. There could be many reasons – here are just six.
http://www.exhibitionworld.co.uk/2018/01/08/rising-challenge-cx/
Here are all the ways Amazon is investing in improving the experience in the form of retail delivery innovation. It’s no wonder that Amazon ranked number one in overall customer experience according to ForeSee's new Retail CX Rankings.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/01/04/how-amazon-is-investing-in-customer-experience-by-reimagining-retail-delivery/
This article explores both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7639348&article-title=customer-experience-mapping--how-to-create-smoother--more-effortless-journeys&blog-domain=comm100.com&blog-title=comm100/
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