You've got great products. You've got competitive prices. You've got lovable ads. But unless your customer experience is exceptional, you aren't going to get ahead in 2020.
Remember, research giant Walker predicted seven years ago that CX would overtake price and product as the primary brand differentiator by 2020. With 2020 here, it's time to plan a final CX push. If fast growth is your goal, CX is your route to getting there.
http://inc.com/gene-hammett/6-ways-to-upgrade-your-customer-experience-in-2020.html/
The supply chain isn’t typically a strong consideration when building a customer experience strategy. But at Nordstrom, the supply chain is a critical element of delivering quality customer experiences. The company recently re-imagined its supply chain with customers at the center to create a delivery and logistics process that gets customers exactly what they need, when they need it.
http://forbes.com/sites/blakemorgan/2020/01/02/nordstrom-revamps-customer-experience-with-new-supply-chain-strategy/#753c32f923a4/
For the past several years, we've been telling our clients that by 2020, providing a seamless customer experience will be more important than price or the product itself. Most consumers are willing to pay a few more dollars or sacrifice minor product features for the simplicity of a well-constructed, thorough customer experience. Today's customers gravitate toward companies that not only recognize their problems but provide a simple solution and personalize their experience along the way.
http://forbes.com/sites/forbesagencycouncil/2019/12/27/how-to-analyze-your-customer-experience-to-grow-your-business/#2157787a45a4/
Softbank’s real estate investments have had an incredibly rough year, with all of them operating at significant losses. But is it because of market conditions or a flawed business model based on an obsession with customer experience? We take a look at their investments and the issues they’re facing to find out more.
http://business2.com.au/2019/12/the-softbank-dilemma-customer-experience-obsession-at-all-costs/
The market report throws light on the current trends, market drivers, growth opportunities, and restraints that are likely to influence the dynamics of the Customer Experience Management (CEM) In Telecommunication Market on a global scale. The Five Force and SWOT analysis included in the report provides a fair idea of how the different players in the Customer Experience Management (CEM) In Telecommunication Market are adapting to the evolving market landscape.
http://infostreetwire.com/2019/12/28/customer-experience-management-cem-in-telecommunication-market-estimated-to-expand-at-a-robust-cagr-over-2016-2026/1076216/
A majority of Marketing leaders agree that the delivery of contextual customer experience remains the top priority for them. However, even after delivering customer experience, Marketing campaigns fail to truly appreciate customer acquisition, loyalty, and retention. In a highly-competitive subscription-based economy, we can see customer experience becoming the new-age currency of every B2C and B2B relationship.
http://martechseries.com/sales-marketing/marketing-clouds/marketing-teams-fail-customer-experience-efforts/
As customers find a widening pool of modern technology solution options with new implementation, usage and cost models, vendors are changing how they leverage their channels and the way they measure their success their partners bring, both individually and collectively.
The ongoing transformation of the channel is nothing new, nor is the upheaval surrounding it. Looking at its current state and the coming years, a group of channel chiefs representing a diverse set of vendor types last week reflected on current business and technology shifts and shared their views on critical strategies for success.
http://channelpartnersonline.com/2019/12/20/channel-chiefs-share-why-customer-experience-is-now-a-key-success-metric/
80% of companies consider customer experience to be one of their most powerful competitive differentiators. In order to keep pace and be a disruptor in this digital customer experience battlefield, you should consider tapping into artificial intelligence. Machines and algorithms have become increasingly smart, to an extent that they can pick up the slack and speed up different business processes.
In this guest post, Qeedle’s Michael Deane shares some of the most effective ways AI-based automation tools can help you wow your customers.
https://mopinion.com/how-can-ai-based-automation-tools-improve-customer-experience/
With a record 5.7 million passengers expected to fly domestically in the US between Dec. 20 and Jan. 6, this holiday season will put significant pressure on travel and hospitality businesses. High passenger volume, the heightened emotions of customers who are eager to reach their destinations, and rampant competition mean patience is limited and the risk of churn is high. Considering that more than two-thirds of companies compete primarily on the basis of customer experience, it’s critical that companies in these industries continue delivering exceptional experiences despite the busyness of the holidays.
http://cmswire.com/customer-experience/rise-to-the-challenge-of-holiday-travel-deliver-stellar-customer-experience/
There are phenomenal companies that have achieved outstanding results in the banking and Fintech industry. Some of them are very well known, but most are not. What makes a digital banking superstar? Working with hundreds of financial professionals worldwide, we have extracted 10 digital banking trends that characterize the approach of really successful financial businesses. All of them are closely connected to the ability to integrate user-centricity at all levels of the company.
http://finextra.com/blogposting/18269/10-customer-experience-trends-that-will-impact-digital-banking-in-2020/
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