In a busy organization with many competing priorities, it can often be difficult to stay focused on even the most important aspects of keeping a business performing exceptionally. Customer experience (CX) platforms often involve many different teams across an organization, and thus it’s critical to ensure a big-picture view is kept. Too often, teams can get too concerned with measurements and performance in their silo within the organization, but truly successful CX platforms are built, measured and optimized holistically.
https://www.forbes.com/sites/forbesagencycouncil/2019/03/12/how-to-create-an-agile-customer-experience-platform/#513d1813254a/
Customers are exposed to more choices than ever before, and that means the experience your brand presents them with is make or break for your business. The 2017 report Customers 2020: A Progress Report, by Walker customer experience consulting firm, found that 86 percent of buyers will pay more for a better customer experience. By 2020, customer experience will overtake product and price as the key brand differentiator.
http://www.youngupstarts.com/2018/02/14/4-ways-to-optimize-the-digital-customer-experience-in-2018/
Technology-driven competition is becoming fierce and unrelenting. Companies today can deliver seamless, high-quality customer experiences across the whole of their marketing, commerce and supply chain function. With the ability to tap multiple data sources while interfacing with knowledge workers using natural language, “augmented intelligence” systems leverage business rules, machine learning and advanced analytics to comb through mountains of data and help teams deliver end-to-end optimization. So what’s the remaining challenge?
https://www.forbes.com/sites/forbespr/2017/11/29/augmented-intelligence-can-help-bust-silos-and-optimize-customer-experiences-says-new-study/#7d2d2f976070/
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