Digitalisation seems to be transforming businesses across every industry. It is an actively discussed topic around the world and widely included in the strategies of companies, institutions, and societies. However, after the financial crisis in 2008, while other industries have been concentrating on how to build their businesses in the digital age, financial services have been concentrating on survival, correcting internal processes, and adapting into the tightening regulatory environment to avoid similar crises in the future.
http://www.bobsguide.com/guide/news/2018/Feb/7/why-every-asset-manager-needs-a-digital-customer-experience/
Customer experience (CX) is taking centre-stage in an era where superior products and services alone are no longer sufficient to attract and retain customers. Here's why...
http://www.livemint.com/Opinion/QJF1SS1NwcvxGBOTDB3L5K/Why-customer-experience-should-be-a-broad-agenda.html/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
Factors such as pricing, useful functionalities (which meet your goals) and user experience are all important and should always be taken into account when choosing a customer feedback software.
So whether it’s an additional feature you don’t want to pay for or you’re just looking for something they don’t offer, there are always alternatives to choose from. Here are 10 alternatives to Medallia for Digital, if not better in some respects…
https://mopinion.com/best-alternatives-medallia-digital/
In an increasingly connected world, a high-quality and efficient customer experience is more important than ever
And customers expect their experience to be seamless, digital, and hassle-free — emphasis on “digital.”
Businesses now find themselves in the midst of a fourth industrial revolution – the proliferation of next-generation technologies – where the growth of the cloud economy has made accessibility and shareability of resources instantaneous. This means customers will not tolerate slow or clunky processes from brands. As technology moves on, so too must the experience of the customer.
https://www.technative.io/the-three-major-problems-of-building-a-digital-customer-experience-in-the-cloud-economy/
For many years, the definition of a brand essentially amounted to a promise, but what is a promise worth if it is not kept, which is to say, if we fail to deliver it through customer experience and services? With the advent of digital, trust in brands has waned and customers are much more demanding in terms of transparency and the standards they expect, so more than ever brand promises must translate into tangible experience.
https://www.fjordnet.com/conversations/the-need-to-connect-brand-experience-with-customer-experience/
Across the globe, there’s been accelerated adoption of technology across industries – transport, logistics, retail, manufacturing and food. However, travel and hospitality industry has historically depended on people to deliver customer experience. Even in the digital travel business, we expect that to change in the future.
http://www.bgr.in/features/technology-innovation-could-transform-customer-experience-in-the-travel-and-hospitality-industry/
So, what can brands do to fix the customer experience and prevent customers from going to a competitor? The answer is probably much simpler than you think: Take the intimacy, connectivity and conversational experience from the in-person/offline world and inject it into the digital world.
http://www.adweek.com/digital/social-media-is-not-a-customer-experience-solution/
Back then, managing expectations was the key to customer success, but in today’s hyper-connected world, things have changed. The customer is now firmly in control, digitally empowered, spoilt for choice and more fickle than ever before.
http://www.bandt.com.au/marketing/keep-get-ahead-skyrocketing-customer-expectations/
Simplicity is a basic tenet of customer experience, but it is often overlooked in favor of a company’s outdated rules or procedures. Doing simple better means aiming for the fewest clicks (or taps) possible to complete a digital task, allowing a customer to easily talk to a human being on the phone if they need to, and writing legal terms and conditions in language customers can understand.
https://www.forbes.com/sites/dangingiss/2018/03/21/how-to-do-simple-better-in-your-customer-experience/#8ab7c737204b/
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