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.
https://www.forbes.com/sites/blakemorgan/2018/03/28/stronger-and-smarter-a-look-back-at-customer-experience-with-zappos/#6530f99a39fb/
Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the technology side, Gartner predicted CMO technology spending would exceed that of CIOs and that eventually, the CIO role will fall under the CMO organizationally.
https://www.cmswire.com/customer-experience/surveying-the-customer-experience-technology-landscape/
Corporate leaders expect chief marketing officers to have primary responsibility for growth strategies and revenue generation. CMOs need to find new routes to drive revenue. With various trends and outlined predictions for growth, one common thread is data. Data is now at the heart of customer experience, and companies are embracing advanced technology that helps them use data better.
http://www.marklives.com/2017/12/by-invitation-only-taking-customer-experience-to-the-next-level/
With boundaries that define how industries interact with their customers shifting, technology has become the game-changer that is disrupting the manufacturing world.
https://yourstory.com/2018/02/tech-meets-manufacturing-create-growth-opportunities-deeper-customer-experience/
Technology, now more than ever, is finding a place in our everyday lives. Retail businesses have taken notice of technology’s value and are using it to improve the customer experience.
https://thebossmagazine.com/retail-experience-technology/
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/
RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Technology key focus for retail customer experience improvements; Consumers are embracing the connected retail experience; and are consumers ready to go cashless?
https://www.retailtechnews.com/2018/01/25/technology-key-focus-retail-customer-experience-improvements-consumers-embracing-connected-retail-experience/
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.
https://realbusiness.co.uk/sales-and-marketing/2018/03/22/the-breaking-point-keeping-the-human-in-customer-experience/
With the EU’s General Data Protection Regulation (GDPR) going into effect this May, companies are scrambling to make any remaining changes needed to meet its guidelines. The regulation, which aims to strengthen and unify data protection regulation within the EU, gives customers control over their personal data and applies to any company that holds or processes personal data of individuals residing within the EU. Failure to comply with GDPR could cost companies up to €20M or 4 percent of annual global turnover.
To avoid steep GDPR fines, many companies are installing new processes and technologies with the hope that such tools will help them revamp the way they handle customer data. In fact, recent research shows that organizations are allocating millions of dollars on technology for GDPR. Still, confusion remains regarding which technologies to implement to ensure compliance, and many companies view the looming regulation deadline purely as a cost avoidance problem.
https://customerthink.com/the-gdpr-opportunity-getting-customer-experience-right/
Personalization is an essential part of the customer journey – most marketers agree – and it’s absolutely critical that brands deliver a true one-to-one experience to customers. However, they might not be achieving these outcomes yet because they are struggling with personalization. In that same report, 84 percent of senior marketers say the potential of CX personalization has not yet been fully realized, and as such, there is still a lot of work to be done in this area.
https://customerthink.com/the-key-to-solving-cxs-greatest-mystery-personalization/
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