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.
https://irishtechnews.ie/iot-connecting-the-dots-for-a-smarter-customer-experience/
It used to be that most technology interfaces with a customer interaction point were system-specific: One type of action being served and captured by one piece of technology. However, as the customer experience technology stack has evolved, we now have single interaction points that are either driven by, or feed, multiple backend systems. We also have, as is the case with the payment terminal, interfaces being developed that combine different ways of entering responses or acknowledging actions.
https://www.cmswire.com/customer-experience/let-the-customer-experience-drive-your-technology-design/
There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
Here is an overview of the top 3 shared CX blogs by Customer Bliss.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7500515&article-title=more-than-just-a-customer-experience-trend--3-top-shared-customer-bliss-blog-posts&blog-domain=customerbliss.com&blog-title=customer-bliss/
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.
https://www.mediapost.com/publications/article/333834/most-firms-say-their-customer-experience-needs-a-b.html/
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."
https://www.itweb.co.za/content/G98YdqLxVLXqX2PD/
Panellists including T-Mobile, Chobani, Adobe, Hootsuite and Equinox Fitness predict the rise of new consumer identity management jobs as AI, mixed reality and voice technologies come to the fore.
https://www.cmo.com.au/article/635364/panel-how-emerging-technologies-reshaping-customer-experience-management/
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.”
https://customerthink.com/reshape-customer-experience-by-leveraging-digital-trends-and-design-thinking/
Most retailers are looking for ways to improve the consumer experience with their brand, but few are equipped to apply one of the most obvious and powerful approaches available, which is personalisation,...
https://www.bangkokpost.com/business/news/1408718/retail-shows-power-of-personalisation/
An increasing focus on customer experience and new technologies will transform the retail industry and the way consumers shop in the future as retailers spend more time and effort to increase customer dwell time within stores.
Advances in smart device technology have allowed consumers to literally buy what they see: anywhere and at any time. Simple, real–time image capture analysis makes everything ‘shoppable’ from any source.
https://www.smh.com.au/business/investments/retailers-to-offer-more-customer-experience-20180301-p4z29z.html/
The irony of technology is that it’s often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site”. Is it possible to prevent most of these customer experience hassles?
http://www.customerexperienceupdate.com/?open-article-id=7674782&article-title=solving-system-silos-for-customer-experience-excellence&blog-domain=clearactioncx.com&blog-title=clearaction/
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