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  1. If there was an award for Buzzword of the Year, Digital Transformation would obliterate the competition. It may be overused, but digital transformation is a very real strategy that is changing the customer experience for retailers.

    Simply put, achieving digital transformation allows retailers to combine the physical and digital customer experience into one seamless occurrence. According to a Walker study, 85% of buyers will pay more for a better customer experience. By 2020, customer experience will overtake price and product as key brand differentiators. This stat alone should be enough to have retailers doubling down on their digital strategies. However, implementing digital change is something that many retailers struggle with, mainly because a lot of companies don’t know where to begin.
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  2. A new study from UserTesting should sober up email marketers, and just about anyone involved with the customer experience.

    Of 1,600 professionals surveyed, 85% say their customer experience needs improvement.

    Worse, 44% have never heard of the term digital transformation -- a key part of improving customer engagement -- if you believe the report. And digital transformation ranks near the bottom of present and future trends.

    The study shows that 34% in the process of undergoing a digital transformation. Another 28% don’t know what that is, and 16% are simply not doing it. Only 22% say they are done.
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  3. Advanced customer experience (CX) technologies are proliferating in the private sector, connecting customers with companies via a number of channels — phone, email, live chat, and even social media — quickly and easily. That’s why by 2020, experience will overtake price as a key differentiator for consumers. It’s also why citizens today expect increasingly transparent and responsive services from the public sector.

    Direct government-to-citizen (G2C) experiences are paramount in shaping perceptions of and building trust in public-sector agencies. Every level of government can take steps to improve G2C interactions by updating their citizen experience philosophy and adopting modern technology. One powerful example that has already proven to improve customer experience in the private sector is a live chat platform where citizens can connect with government agents directly via their website or mobile app.
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  4. Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.

    Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
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  5. While many companies think they’re leading the charge with service quality and creating an innovative, truly great customer experience, the numbers tell quite a different story … in the eyes of customers, most companies are falling flat.

    Today we’re going to scrutinize what companies are doing incorrectly and highlight how to fix these problems.

    What is customer experience strategy?
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  6. 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.
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  7. The rise of new digital tools (like mobile, live chat, omnichannel support, self-service, social media) and a broad array of IoT devices (like activity monitors, beacons, smartwatches) and emerging technologies (like AI, AR, Machine Learning, VR, 3D printing and so on), has exponentially increased the number of customer touchpoints available to marketers.

    On the other hand, chats, stories, and statistics grab today’s customer’s attention, and they get influenced by other people’s reviews and opinions and feel compelled to share their experiences of encounters with brands. Also, the customer experiences often trickle over from one industry to an entirely different sector, termed as “liquid expectations.” The rise of “always – connected” customers and their liquid expectations, has led to a common misunderstanding that businesses must rush to adapt themselves as “digital first.”
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  8. Cultivating a smart customer-first culture can be a challenge for business. With instant access to information, a growing array of new business models, and new emerging technologies, business leaders are under pressure to transform and meet consumers’ enhanced expectations.

    From seeking to develop a deep understanding of what your customers want, to knowing exactly when they want it, help is on the way.
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  9. t’s clear that customers are driving brands to transform, and many organisations are turning to technology to make necessary CX improvements. The answer to cultivating brand loyalty doesn’t lie solely in technology and, in the race to stay competitive, business leaders are losing touch with the very customers they are trying to serve.

    The customer experience is at a breaking point and, in a sea of new technology, companies must find ways to maintain the human touch.
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  10. appos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker, now the Senior Director of Customer Loyalty, started representing the company at conferences years ago, he estimates only 10% of people had heard of Zappos. Now that number is around 99%, and the company has become a model of how to create a customer-obsessed culture. However, the road to Zappos’ success wasn’t without hiccups.
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