As we enter the beginning of a new decade, it is clear that customer experience will continue to become increasingly important for most organisations. Research shows that nearly all CIOs are coming under pressure to improve customer experience, so what are the major trends organisations should be looking at in 2020 and beyond?
http://uctoday.com/contact-centre/imimobile-customer-experience-technology-predictions-for-2020/
“With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex,” said Raghav Sibal, Manhattan Associates’ Managing Director for Australia and New Zealand. “As a result, retailers are finding that they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into the future.”
http://www2.cso.com.au/mediareleases/37658/retail-technology-trends-shaping-customer/
Customer experience teams are having a tough time, and the pressure is mounting to prove business value of a customer experience (CX) team in 2020. And unfortunately, the proof is not “in the pudding” as one might say. Confirmit’s survey, which polled over 800 CX professionals globally discovered just the opposite – the number of CX teams receiving significantly increased investment is declining, dropping from 22 percent 16 percent in just the last year.
http://martechadvisor.com/articles/customer-experience-2/beating-the-cx-slump-in-2020-to-deliver-true-business-impact/
Google Cloud and Lowe’s are expanding their work together to create a technology foundation to help the home improvement retailer deliver customer experiences and empower store associates with tools to better serve customers.
http://homeworldbusiness.com/lowes-investing-in-technology-to-improve-customer-experience/
Founder and Chief Executive Officer (CEO) of Amazon, Jeff Bezos famously said, “Your brand is what other people say about you when you’re not in the room.” Warren Buffet, chairman and CEO of Berkshire Hathaway cautioned, “It takes 20 years to build a reputation and about five minutes to ruin it. If you think about that, you’ll do things differently.”
Rick Crump, founder and CEO of KineticXperience, drove both those points home during his presentation “Advice From An Industry Expert: Introducing Customer Experience To A Clinical Setting: The KineticXperience” at the 2019 OPEN MINDS Technology and Innovation Institute in Philadelphia during which he encouraged health and human service executives to reassess consumer touchpoints to ensure good customer service.
http://openminds.com/market-intelligence/executive-briefings/why-specialty-provider-organizations-should-care-about-customer-experience/
I like to view customer experience as a combination of themes and capabilities that ensure the right product is designed for a problem, and the right set of integrated services are designed to support customers during various phases of solution ownership.
There are 14 common journeys I consider to be the starting point. Each of them have a predetermined map incorporating the objectives that a customer must reach each step of the way. This starting point ensures that no journey, or experiencer is overlooked.
http://customerthink.com/the-14-universal-journeys-of-customer-experience/
Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.
https://go.451research.com/download-2020-customer-experience-commerce-preview-report.html?&utm_campaign=2020_preview&utm_source=trending_topics&utm_medium=website&utm_content=marketing_content&utm_term=2020_trends/
To remain relevant and competitive in today’s ever-evolving marketing landscape, businesses of all sizes and industries are undertaking critical transformation processes to align digital goals to strategic business objectives. They do this with the simple end goal of transforming customer experience, with a key approach being the ability to personalise the way they interact with their audiences.
http://fourthsource.com/general/challenges-that-hinder-customer-experience-management-strategies-24080/
Toshiba’s best-in-class self-checkout systems help Weis Markets shoppers complete transactions in a more timely and efficient manner, fulfilling the grocer’s mission to improve overall customer experience and deliver an exceptional shopping experience for its clients.
http://businesswire.com/news/home/20200114005199/en/Toshiba-Empowers-Customer-Experience-Weis-Markets/
Salesfloor, the award-winning mobile platform designed for store associates, received the award for Best Omnichannel Customer Experience Solution at the Vendors in Partnership (VIP) Gala this past Friday.
The VIP Awards marked the official start of NRF's Big Show in New York City where retailers from around the world gather to share, learn, and network. The VIP Awards is a way for retailers to celebrate the drivers of the retail ecosystem and formally support, influence and recognize their vendor partners.
http://streetinsider.com/Globe+Newswire/Salesfloor+Wins+Best+Omnichannel+Customer+Experience+Solution+at+the+Vendors+in+Partnership+Gala/16332848.html/
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