eringilliam: trends*

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  1. The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
    https://mopinion.com/what-is-a-customer-feedback-metric/
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  2. Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
    https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
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  3. Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year alone.
    https://www.cmswire.com/customer-experience/5-customer-experience-trends-to-watch/
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  4. Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
    https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
    Tags: , , , by eringilliam and 1 other (2018-04-04)
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  5. Customer experience has become an oft-repeated phrase in business circles. You would think that, by now, CX ratings would be through the roof. To be fair, some reports indicate there already have been huge gains in customer experience. But, you may be surprised to learn that CX overall is no longer on the rise. At least that’s the word from the ACSI and Forrester (News - Alert).
    http://www.tmcnet.com/channels/call-center-management/articles/437516-customer-experience-movement-has-stalled.htm/
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  6. While 80% of CEOs believe their company offers exceptional CX, just 8% of their customers agree. “Organisations need to differentiate on CX because 9 out of 10 customers are willing to pay significantly more for a better experience,” says Qualtrics CX subject matter expert and principal consultant Vicky Katsabaris. Qualtrics has identified five key trends businesses need to consider for their CX management programmes this year.
    https://channellife.co.nz/story/5-major-cx-trends-expect-year-qualtrics/
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  7. There’s been a subtle shift in the way people spend over the last few years, and this looks set to continue in 2018; consumers are now spending more money on experiences over a quality of product and it is the experience of a brand or product, rather than the quality, which is building brand loyalty.

    This shows us that it’s no longer good enough to merely provide a fantastic product. The internet is making it much easier for consumers to ‘shop around’, and as a result, they are becoming much savvier about where they spend their money. That’s why it’s vital you give your customers no reason to look elsewhere by making every experience they have with you a good one.
    https://www.exchangeutility.co.uk/news/customer-experience/
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  8. As consumers we have less money in our pockets but there is growing evidence of our changing behaviour, as we focus more on experiences and memories than products and possessions. I suspect that these changes will continue in 2018.
    http://www.travelweekly.co.uk/articles/295846/opinion-drive-customer-experience-to-maintain-long-term-survival/
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  9. In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
    https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
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  10. "Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."

    Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
    https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.