Customer expectations are rapidly evolving. The pace of technology innovation is relentless. How will your business need to adapt or rethink the way you deliver customer experiences to stay competitive in the year ahead?
Check out these CX predictions from our Beyond the Arc team on what we expect to see in 2018…
https://customerthink.com/cx-in-2018-top-customer-experience-predictions/
Whether it’s contact by phone, email, internet self-service, web chat, social media, chatbot or video, our latest digital customer study reveals what consumers around the world want from the organisations they deal with.
The 2017 research, which we did late last year in partnership with Cisco, explores consumer behaviour across 10 countries. It reveals a major shift in how people want to talk with organisations.
http://www.irishnews.com/business/2018/02/27/news/chat-tap-talk-key-trends-to-transform-your-firm-s-digital-customer-experience-1262229/
Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
Businesses that focus on customer experience have the capacity to significantly outpace their competitors, according to Adobe’s Digital Trends 2018 report.
The report, published in association with Econsultancy, surveyed 13,000 marketing, creative and technology professionals in the US, APAC and EMEA to look at the most significant trends impacting digital strategies in the short term. This year’s report also benchmarks businesses’ 2017 performance against their goals and priorities, to uncover strategies and investment choices that lead to higher business performance.
http://www.retailtimes.co.uk/businesses-prioritise-customer-experience-significantly-outperform-competitors-finds-adobe/
Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand.
This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
https://customerthink.com/brands-can-create-a-better-customer-experience-by-being-purpose-driven-interview-with-alicia-tillman-cmo-of-sap/
The public launch of Amazon Go Monday represents a slew of technology advancements and customer experience innovation as the Seattle-based supermarket, boasting a cashierless checkout, is delivering on a range of customer wants and needs.
https://www.retailcustomerexperience.com/articles/amazon-go-disrupts-re-invents-elevates-the-customer-experience/
Everyone has been buzzing about Amazon Go, the new store that just opened in Seattle where buyers can simply walk in and swipe their phone, pick out the items they want, and leave — no checkout required. Using infrared cameras and scanners, Amazon Go automatically detects what you’re buying and charges it to your account, making a seamless checkout — and therefore shopping — experience for buyers.
While this new technology is exciting, it raises a number of vital questions: Will this become the new norm for grocery stores or fast food? Will it cause an increase in shoplifting or if the technology fails to charge you, is it even shoplifting? How will it impact cashiers?
https://customerthink.com/amazon-go-and-the-importance-of-customer-experience/
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?
https://www.helpscout.net/blog/customer-experience-strategy/
Everything is connected, every surface area is primed for data-capturing IoT, and life is mostly conducted from our phones. Even reality itself is becoming trickier to pin down, whether augmented, virtual or actual.
With 2018 nigh, we should expect more of the same. Like a good and/or bad sequel, the stakes will be higher, the budgets bigger and the gadgets flashier. For some, it will be a bumpy ride. For others, unprecedented tech-enabled success awaits. For all of us, it will be anything but boring. Strap yourselves in, things are about to get interesting (again).
https://www.informationsecuritybuzz.com/articles/2018-an-it-odyssey/
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