Over 2500 attendees, 200 sponsors and 250 expert speakers have descended on The Mirage Hotel in Las Vegas for the opening of the 19th annual Customer Contact Week (CCW). Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. CCW focusses on customer care, CX, and aims to bring contact centre leaders together. Sin City’s bright lights and 24 hour entertainment offer supplementary attractions to those who are focused on CX and enhancing their provision with innovative platforms.
https://www.uctoday.com/news/industry/customer-contact-week-celebrates-cx-success/
Arizona Public Service’s GM of Customer Service Operations & Strategy talks about taking her hospitality customer-focused mindset into the utilities sector.
https://www.cxnetwork.com/cx-experience/news/igniting-a-customer-experience-mindset-in-utilities/
If you’ve been within earshot of me in the last few months, you’ll know that I’ve been moving to a new house. And you’ll probably also know that it’s been an endless stream of pretty awful customer experiences.
https://www.managementtoday.co.uk/customer-experience-good-bad-ugly/reputation-matters/article/1485737/
Asia's competitive landscape is growing, and organisations across the region are using the latest technological advancements to enhance their customer experience strategy and differentiate themselves from the crowd.
http://markets.businessinsider.com/news/stocks/cx-leaders-maximising-their-customer-experience-roi-at-asia-s-largest-cx-event-1027309887/
Customer interactions ranging from the ordinary, in-moment (“Alexa, order me a pizza”) to the life-changing (“Will my health insurance cover this procedure?”) share a common trait: Their success hinges on excellent design. And the discipline of design, while not new to business, has ascended as more companies shift from transactional product sales to ongoing services, with the goal of creating longer relationships with customers.
https://www.forbes.com/sites/baininsights/2018/06/21/designing-masterpieces-of-customer-experience/#5f7f8c2f4dee/
I don’t think anyone will argue with the idea that customer expectations are changing fast and that it is very difficult for retailers to keep up. But the problem is not limited to retail, as pretty much anyone serving consumers finds themselves in this expectation loop. If a consumer has a great experience with a banking app, for example, all of a sudden he expects every retailer to offer something similar in terms of a digital wallet.
https://www.forbes.com/sites/nikkibaird/2018/06/21/the-retail-customer-experience-is-not-an-arms-race/#203da7aa9f03/
Trader Joe’s ranked first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index.
Based on a survey of more than 110,000 U.S. adults, the Forrester CX Index aims to measure and rank how well a brand’s customer experience strengthens shopper loyalty. The Cambridge, Mass.-based research firm benchmarked the customer experience quality at 287 U.S. brands, including 42 leading multichannel retailers.
http://www.supermarketnews.com/retail-financial/trader-joe-s-rates-high-customer-experience-reports-study/
What do some of the world’s most popular and successful websites have in common? While Netflix, Amazon, Facebook and YouTube all have different business models, each one does one thing very well: personalization. If you’re a member of any one of these sites, the content that you personally see when you visit its homepage will be different from that other users see.
https://www.entrepreneur.com/article/315356/
Cranfield University’s Centre for Air Transport Management has secured an NKr2m ($244,810) in funding from the Research Council of Norway to offer passengers’ insights to help improve the customer experience at airports in Norway.
https://www.airport-technology.com/news/cranfield-improve-customer-experience-norwegian-airports/
The average lifespan of S&P companies is shrinking, and business leaders are looking for new ways to compete. Michel Feaster, Co-Founder and CEO, Usermind, presents three ways to reinvent your business around customer experience
https://www.martechadvisor.com/articles/customer-experience-2/want-your-company-to-survive-beyond-2030-do-these-three-things/
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