As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise.
http://customerthink.com/5-ways-to-enhance-the-customer-experience/
To stay relevant today, brands must look beyond the 4Ps of marketing (place, price, promotion and product) and consider how they can better satisfy customers’ needs and expectations.
In addition to generating positive word-of-mouth and improving brand image, customer experience (CX) now plays a vital role in attracting and retaining customers. According to an Accenture report, almost half of Singaporeans (48 percent) are frustrated with companies that fail to deliver relevant, personalised shopping experiences. Among these consumers, 45 percent will choose to switch companies. This highlights an urgency for brands to improve CX. How, then, can brands ensure that they are truly differentiated from their competitors?
https://www.enterpriseinnovation.net/article/7-ways-retailers-could-boost-customer-experience-tech-59147065/
The first step in determining if you have some problems with your customer experience programs is admitting you may have a problem. According to Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report (Registration required), 71 percent of organizations cited customer experience as a competitive differentiator but only 13 percent of brands rated their CX delivery a 9 out of 10 or better.
https://www.cmswire.com/customer-experience/8-tips-for-conducting-customer-experience-audits/
Several studies have shown that customers prefer to find answers and information online before contacting a help desk via the phone, or email. The reason is not that people prefer to interface with computers -- but that computers are instantly available; very patient, and sometimes more knowledgeable.
https://www.zdnet.com/sponsored-article/a-better-customer-experience-through-innovative-support-automation/
As more passengers travel with mobile devices, airline apps have taken off. Yet many airlines still have some distance to go before their app experience truly soars.
Today, 98 percent of all airline passengers carry at least one device and 70 percent carry two or more devices when they travel, according to SITA’s Passenger IT Trends Survey 2017. Given how attached travelers are to their devices, airline enterprises should be innovating with mobile apps.
https://mobilebusinessinsights.com/2018/05/airline-apps-take-the-customer-experience-to-new-heights/
A new series of reports released today by Allianz Worldwide Partners USA, a leading global travel insurance provider, outlines best practices for improving customer experience and satisfaction, as well as latest trends in technology and innovation for travel protection. In the increasingly competitive and unpredictable travel market, the company illustrates how these touchpoints can serve as competitive advantages to drive higher sales through customer satisfaction and loyalty.
https://www.broadwayworld.com/bwwgeeks/article/Allianz-Worldwide-Partners-Releases-Reports-on-Customer-Experience-and-Travel-Protection-Technologies-20171208/
Auriga, an expert software R&D and IT outsourcing services provider, has once again earned its place among the most innovative, responsible, and dedicated outsourcing companies in the world and enjoyed additional distinction for the sustained excellent performance it has demonstrated for over a decade.
https://nulltx.com/auriga-among-top-companies-for-innovation-and-customer-experience/
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/
The global ecommerce opportunity is huge and it only looks set to grow further over the next decade. In fact, Statista projects that $4.6 trillion will be spent online by 2020.
Tapping into this opportunity requires much more than just content translation, however. A sophisticated blend of technology, people, and process is needed if brands truly want to engage with their audience on a global scale.
https://www.clickz.com/creating-global-digital-experiences-local-audiences/212503/
Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company — flip a switch, and the expected happens.
https://go.forrester.com/blogs/creating-the-cx-centric-utility/
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