Contact centers are one of the main touch points of customers for organizations. Many contact centers, through various channels (voice, web chat, social media, text messaging, email), process millions of interactions each year. Once seen as a cost-center, contact centers are slowly evolving into a much more strategic part of the business. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. While customer expectations for more and better service are growing, utility companies have not kept up. The energy utility industry, being predominantly an asset-based company, has traditionally focused on ensuring reliability, compliance and cost efficiency – keeping the lights on and the power costs stable.
https://contact-center.cioreview.com/cxoinsight/shaping-customer-experience-nid-26661-cid-66.html/
Medallia, Inc. (www.medallia.com), the global leader in customer experience management, together with Ipsos, the leading independent market research company, today announced the findings of the Customer Experience Tipping Point survey. More than 8,000 consumers were surveyed across the US, UK, France, and Germany. The findings reveal that customer experience is the top reason consumers cite for choosing a particular brand when making a purchase.
https://www.prnewswire.com/news-releases/research-shows-customer-experience-top-reason-consumers-choose-a-brand-300669115.html/
The Commerce, Interior and Energy departments provide the best customer experience across the federal government, according to a new report compiled by customer experience tools provider ForeSee.
The Government CX Insights report, released earlier this month, ranks 15 executive branch agencies and two independent agencies based on survey data from 4,000 people who recently engaged with those agencies’ websites, digital platforms or facilities.
https://www.nextgov.com/cio-briefing/2018/06/commerce-interior-energy-top-new-government-customer-experience-rankings/149133/
In the past month, we discussed the pillars of the digital transformation—shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, Every organization needs to fully understand the meaning of each pillar. There is no pillar that is more important than the next. Just like in a building, you need all the pillars to stand tall. So, let’s first get a deeper understanding into how experiences drive the digital transformation.
https://www.forbes.com/sites/danielnewman/2018/06/19/3-keys-to-driving-customer-experience-into-your-digital-transformation/#51891a9f4318/
In the age of hypercompetitive markets, it is the customers who have the power. While most customers no longer exhibit traditional brand loyalty, they are in fact loyal to the brand that provides the best experience. In a recent study by Epsilon, 80% of customers indicated that they prefer businesses that offer personalized experiences, and of the customers who find personalized experiences very appealing, they are 10 times more likely to be a brand’s most valuable customer. Many brands already understand that they cannot compete solely on products or services, but in order to remain competitive, they must compete on customer experience. Broad-based campaigns, which used to be the standard for marketing segmentation strategy, are now becoming individualized experiences based on customer needs and preferences. At this point in time, the customer is king and the companies that fail to realize this will fall behind their competition.
https://www.forbes.com/sites/forbestechcouncil/2018/06/12/transforming-the-customer-experience/#5b4e1eb36065/
A recent online shopping experience, which left me waiting more than two weeks for a delivery, reminded me of the importance of, and our expectations about, time.
https://www.cmswire.com/customer-experience/with-customer-experience-time-is-worth-money/
Each of your customers is different. Even within the same industry, even as direct competitors, each customer is likely to manage their organizations in different ways and rely on disparate types of resources. All of your customers work hard. Like you, they want their business to be successful and also to reap the rewards of personal success.
https://www.forbes.com/sites/forbestechcouncil/2018/06/13/customer-experience-isnt-rocket-science-but-it-can-be-difficult-to-master/#68cd214c690b/
Apptentive, the mobile customer experience platform for the world's most customer-centric brands, announced its Customer Love Summit will take place on July 18, 2018 in Seattle, Washington. The Customer Love Summit, Apptentive's second, will bring together product managers, marketers, and customer experience leaders for a day of discussion and networking about how to bring customer-centricity to life.
https://www.benzinga.com/pressreleases/18/06/p11898621/customer-experience-leaders-set-to-take-the-stage-at-apptentives-secon/
Here’s a thought experiment: Imagine a company where marketers have solved their problems with technology and organizational incentives, and have all the pieces in place to personalize experiences for their customers in real time, across all channels, including advertising and in-store. Would these marketers stand at the vanguard, delivering the ultimate in tailored, holistic brand experiences—or simply discover the next obstacle to doing so?
https://www.emarketer.com/content/are-you-at-the-fun-part-or-the-hard-part-getting-customer-experience-right/
Even though artificial intelligence has been around for 60 years, it is only now that we can use AI to create personalized customer experiences, better self-service and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, what’s going on in their lives or what they need. Across the board, customer experiences are still made for the masses and not the individual. However, advances in AI have made it possible for brands to treat customers less like machines and more like people.
https://www.forbes.com/sites/blakemorgan/2018/06/15/building-beautiful-customer-experiences-with-ai/#6c0ac3501b72/
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