Kris McKenzie Senior Vice President and General Manager for EMEA at Calabrio explains to Information Age how having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer experience are two different things.
http://www.information-age.com/data-business-initiatives-customer-experience-123472182/
Mobile devices are rapidly turning into personal assistants that no longer just help users with their contact lists and to navigate traffic. They now recommend restaurants, shops, events and, of course, good deals.
https://www.forbes.com/sites/forbesagencycouncil/2018/06/04/the-key-to-great-customer-experience-make-your-brand-more-visible-on-mobile/#394a095c60ed/
There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability to function.”
http://www.bandt.com.au/opinion/introducing-empathy-new-benchmark-customer-experience/
Recently, I was chatting with longtime colleague and friend, Keith Essency. I first met Keith when I worked in the Motorola Semiconductor business in marketing and he was on the engineering side. We were talking about process and root cause analysis for something he is tackling (a nod to all my fellow Motorolans from the process mapping era).
http://www.industryweek.com/leadership/getting-root-cause-poor-customer-experience/
The globally renowned footwear and accessory seller's head of customer research shares how AI and behavioural insights are increasingly being used to drive personalisation
https://www.cmo.com.au/article/641587/what-zappos-doing-personalise-customer-experience-services/
Remember that time you had a truly amazing customer service experience that you just felt the need to tell the world? Trust me, that wasn’t by accident. In a report by American Express, 86% of customers were happy to pay higher prices when guaranteed exceptional customer service, whereas in a report by RightNow, 82% of customers were willing to leave a brand due to bad service.
https://www.forbesmiddleeast.com/en/how-to-go-above-and-beyond-with-customer-experience/
Customer-centric retailing and selling are the new business models. The new model goes beyond the traditional horizon of omnichannel, breaking down the lofty walls between internal intent silos and the potent customer experience platforms.
https://martechseries.com/analytics/behavioral-marketing/unified-commerce-customer-experience-future/
You understand what it takes to provide a great customer experience. In fact, you are a great warrior on behalf of the customer. You can’t stand hearing about what customers complain about, simply because you think that hiccup should have never happened. That problem with marketing is because those people in marketing don’t get it like you do. Those complaints about distribution could be solved if the right people were there. Nobody seems to really get it in your organization, except you.
https://www.forbes.com/sites/forbescoachescouncil/2018/05/24/what-if-your-customer-experience-is-lousy-because-you-dont-think-youre-responsible-for-it/#1261bf8b7671/
As information becomes more available and for free, thanks to the Internet and social media networks, product differentiation in one category is becoming more and more difficult.
https://www.entrepreneur.com/article/313807/
Among the improvements that Bombardier has brought to its aftermarket support is recently adding a second mobile response team (MRT) jet, a Challenger 300, based in Frankfurt, Germany.
https://www.ainonline.com/aviation-news/business-aviation/2018-05-29/bombardier-ramps-customer-experience/
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