Every successful company knows that customer experience (CX) is important and that developing and refining it to delight customers is a priority.
However, there’s often a debate about who should own the customer experience project. Should it be outsourced to a bunch of consultants or subject matter experts? Or should it be managed in-house by a cross-functional team?
https://techwireasia.com/2018/08/why-you-shouldnt-outsource-your-customer-experience/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
Aside from product quality and pricing, customer experience is another major factor that influences people’s purchase decisions. In fact, one-third of consumers in a PwC survey said they would leave a brand after a single bad experience, and nearly half are willing to leave a brand they love if they’ve had several bad experiences.
http://forbes.com/sites/forbescoachescouncil/2019/12/16/five-innovative-ways-to-improve-your-customer-experience/#59bc51c87134/
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/
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