In 2020, an optimized digital customer experience can tip the balance toward gaining a purchase instead of losing a customer. Excellent CX has transitioned firmly from something nice to have to a business requirement.
No matter how good a product or service is, the e-commerce Web and mobile design surrounding it will play a key role in maintaining engagement and ensuring consumers complete their shopping journey.
http://crmbuyer.com/story/86449.html/
At this year’s National Retail Federation (NRF): Retail’s Big Show, Samsung Electronics America, Inc. is featuring its latest retail innovations to help brick-and-mortar retailers reinvent the in-store experience for customers. Powered by its latest display solutions, mobile devices, and behavior-sensing technologies, Samsung along with partners, are spotlighting solutions that provide unique retail experiences and captivate customers at this year’s NRF show.
http://businesswire.com/news/home/20200112005051/en/Samsung-Showcases-Innovative-Retail-Solutions-Reinvent-Customer/
Known as one of the top cement producers in the world, CEMEX SAB de CV creates building materials and services for customers across four continents. But even giants like CEMEX (headquartered in Monterrey, Mexico) recognize that in a digital world, they need to provide a modern, personalized experience to customers.
http://forbes.com/sites/sap/2020/01/09/customer-experience-matters-to-building-materials-companies-too/#94588af2094d/
For all the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience.
Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online and offline.
http://mytotalretail.com/article/digital-commerce-and-the-customer-experience-top-trends-for-2020/
Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” I ask you to greet these well-meaning mantras with appropriate suspicion.
For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” That same search will tell you that 2018 was too… and 2017, and 2016…
http://customerthink.com/be-wary-of-the-year-of-the-customer/
Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority.
For those who have made CX a priority, the customer and business imperative of enabling and consistently delivering "digital-first but not digital-only" multichannel experiences means that to effectively transform the customer experience, it’s important to also focus on digital transformation.
http://forbes.com/sites/forbescoachescouncil/2020/01/07/14-ways-to-enable-digital-customer-experience-transformation/#1c0a97bd72e7/
After Voice of the Customer (VoC), nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM).
By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future.
http://customerexperienceupdate.com/?open-article-id=12591134&article-title=the-differences-between-b2b-and-b2c-customer-journey-mapping&blog-domain=getfeedback.com&blog-title=getfeedback/
Two years ago, I prognosticated about what might happen with AI in CX in 2018. With the confidence of a seasoned pundit never held to account for his transgressions, I managed to get some readers lathered up about the future-state of AI tech affecting customer experience (CX), marketing, and sales efforts. Looking back, it’s surprising the authorities didn’t indict me as a co-conspirator in various AI hype-crimes.
http://customerthink.com/5-hot-ai-in-cx-trends-to-watch-in-the-roaring-20s/
Digital transformation has long been a buzzword among business leaders who have put it at the top of every agenda for the last decade.
In technical terms, it is the application of digital technologies like mobile, data analytics, and smart devices to reinvent customer relationships and business processes. To illustrate its importance, worldwide spending on digital transformation related technologies and services is expected to approach $2 trillion by 2022 according to IDC.
http://minutehack.com/opinions/digitally-disrupting-the-customer-experience/
It’s common sense, of course - every single interaction your customers have with your company will influence their opinion of you, and in turn will influence your brand positively or negatively. That overall experience will guide the customer’s decision to return to you and it will improve the likelihood of them providing referrals that will lead to even more business for your company.
http://entrepreneur.com/article/344351/
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