Too many organisations are still suffering from a disjointed approach to customer experience as they look to digitise their businesses, OpenText’s CX expert claims.
The enterprise software company’s global principal evangelist of customer experience management, Roger Lee, said companies need to own the end-to-end journey in terms of digital experience if they have a hope of meeting customer expectations. He acknowledged digitising every aspect of a business, as well as harnessing the data that comes from it for customer gain, are imperatives if organisations want to survive over the next five years.
https://www.cmo.com.au/article/630526/building-robust-digital-customer-experience/
Customer expectations are rising much faster than organizations’ capacity to meet those expectations.
The customer has awoken. For decades they have been comatose, anaesthetised by clever advertising and marketing aimed at pulling their emotional strings and directing them to buy substandard products and services at inflated prices.
https://www.cmswire.com/customer-experience/customer-experience-continues-to-get-worse/
Today, digital technologies are moving into the heart of everything we do, changing the way people work, live and innovate. Naturally, consumer interactions and experiences are expected to be controlled by intonation, facial expression and body language.
Exploring the future from an early adopter user Perspective, Ericsson ConsumerLab presents the seventh edition of its annual trend report, The 10 Hot Consumer Trends for 2018 and beyond.
The report points to a paradigm shift as consumers expect digital technology to increasingly operate on human terms. Body language, facial expression and intonation will augment voice and touch to control consumer interaction with tech devices, easing adaption in an ever-increasing pace of technological change.
http://www.cxotoday.com/story/how-digital-tech-is-changing-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/
The hospitality industry has always been built on delivering a superior customer experience, and this has, for the most part, been centered around highly trained front desk staff, bespoke concierge services, and all the little "extras" that the best hotels are known for. Success in the hospitality industry today though, requires more than a friendly concierge who knows where to get the best tickets for the latest Broadway show. Customer experience in the hotel industry requires attention to the digital channel as well, especially as guests become more accustomed to and expect the option of digital, rather than face-to-face interaction.
https://www.hospitalitynet.org/opinion/4086474.html/
Retailers and brands convened in New York City last week to experience the National Retail Federation’s Big Show, and once of the biggest topics on attendees’ minds was technology. From automation to personalization to social marketing, the growing importance of technology in the shopping experience was definitely top-of-mind for retailers and brands, including those in the food and beverage space.
Here’s a look at how four food and beverage brands are incorporating digital tools to improve the customer experience:
https://www.smartbrief.com/original/2018/01/how-food-beverage-brands-are-going-digital-improve-customer-experience/
Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.
Brands can now track individual customer behavior in real-time. With the availability of big data and analytics, companies are able to tailor-fit customer experiences on personal scale.
http://business.inquirer.net/244950/digital-amplifies-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/
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/
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