tjeerdtraats: technology*

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  1. In 2020, chatbots will move from simple customer-based queries to more advanced real-time interactions based on computational modelling. Chatbots have been growing dynamically in the past few years and have managed to take over many sectors and internal roles in the organisation.
    http://itproportal.com/features/2020-chatbot-trends-that-will-transform-customer-experience/
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  2. As it relates to effective CX differentiation, Adobe and Econsultancy report that world-class customer experience companies are three times more likely to have “significantly exceeded their 2019 business goals. Their progression toward customer-centricity has deep effects, pushing them to eliminate the structural, cultural and technological barriers that prevent most companies from managing data and providing great experiences.”
    http://customerthink.com/leveraging-trends-to-drive-business-success-through-customer-experience/
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  3. 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/
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  4. “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/
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  5. 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/
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  6. 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/
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  7. Customer Experience is the crux of any business’s functioning. With the advent of technology, there are many new solutions to the age-old problems that are being easily resolved. Customer experience might have its importance in every industry on a varying level, but for luxury and travel brands, it is always the top priority.
    http://martechseries.com/mts-insights/guest-authors/5-travel-and-luxury-brands-that-use-technology-for-customer-experience/
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  8. The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
    In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
    https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
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  9. In the past month, the pillars of the digital transformation has been discussed —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/#5c1703fd4318/
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  10. Providing great customer service is a challenge for many businesses today.

    Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support.

    So, I asked 14 customer service and customer experience experts this question:

    What's the biggest customer service challenges today's companies are facing and how can they overcome it?

    Here's what they said...
    http://blog.sagecrm.com/detail.php?id=27782/14-experts-on-the-biggest-customer-service-challenges-faced-by-businesses-today/
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