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.
https://www.technative.io/the-three-major-problems-of-building-a-digital-customer-experience-in-the-cloud-economy/
This Customer Think article outlines 20 real steps to cutting waste out of your products, services, and experiences to make sure you deliver what the customer needs to solve their pain points.
https://customerthink.com/what-are-the-customer-experience-steps-to-cut-poor-features-from-your-tech-product-to-enhance-cx-design/
2017 has been a transformative year for customer experience, with artificial intelligence and digital assistants at the forefront of the transformation. With the emergence of new channels, organisations also spent much of 2017 grappling with how to handle and analyse the sheer volume of data they were able to collect on customers.
These emerging technologies will inevitably play a more integral part in how businesses deliver the customer experience. Other technologies such as VR and AR, as well as IoT, also have potential to affect customer experience. As we look towards 2018, we’ve put together some thoughts on what 2018 might bring for the customer experience.
https://www.itproportal.com/features/what-does-2018-hold-for-the-customer-experience/
Somewhere along the road to excellent customer experience, we've made an unfortunate detour — one that arguably elevates technology at the expense of the needs of people. The evidence is all around us. This article takes a closer look.
https://customerthink.com/why-cant-we-get-customer-experience-right/
Why is customer experience such a hot topic and buzz phrase in the travel industry (and others)?
Answer: because in the age of the experience economy the quality of customer interactions at each stage of the path to purchase builds customer loyalty and advocacy. Both are closely aligned to profits.
The reality is, big data and technology have enabled brands to understand us better – often better than we understand ourselves (I sometimes joke that Google knows me better than my partner does).
https://www.hospitalitynet.org/opinion/4086016.html/
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/
Today, customer-centric strategies have taken a critical role in the success of a business and undoubtedly only those who create exceptional customer experience stand out in the crowd. This is because, more than ever before, companies are struggling to satisfy the rising demands which is getting more intricate with the growing tech-savvy, millennial generation.
https://www.business2community.com/customer-experience/customer-experience-will-future-brand-differentiation-02025703/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
https://www.entrepreneur.com/article/305876/
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