There's no nice way to say this - a bricks and mortar shopping trip can often be a stressful experience. Technology has long been touted as the saviour of the user experience in physical retail but there's a long history of false promises, high hopes and missed chances.
You could fill a graveyard with all the technologies that have been proclaimed as “the future of retail”. For example, QR codes were hailed as a way of bringing a richer, more informed experience to the real world, until it became apparent no one knew how to scan them!
https://www.mycustomer.com/experience/engagement/cx-in-retail-whats-hype-whats-hot-whats-not/
Whether you are just starting your company’s CX journey or you are well on your way, this white paper will help you develop a thorough understanding of the discipline and the many ways organisations view and implement CX strategies, processes, and technologies. We’ll start by defining customer experience and its importance before discussing common structures for CX roles, following up with the six pillars of CX.
https://www.mycustomer.com/resources/designing-a-world-class-cx-approach/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
QYMarketResearch recently delivers a latest research report entitled “Effective Market Analysis of Global Customer Experience Management Industry 2018” which highlights the Customer Experience Management market size, comprehensive Customer Experience Management industry dynamics and high-tech updates of global Customer Experience Management market concerning Customer Experience Management industry challenges, risk, constraints, opportunities, cost structure and modern trends in the Customer Experience Management industry. This Customer Experience Management study guide consist of top Customer Experience Management manufacturers, Customer Experience Management market segmentation by Types, Application and Customer Experience Management market division based on geographical locations. The Customer Experience Management research report basically focuses on giving an in-depth Customer Experience Management research analysis and forecast for Customer Experience Management Market from 2018 to 2023.
http://timesofjersey.com/27350/global-customer-experience-management-market-trends-2018-2023-oracle-ibm-nokia-opentext-tech-mahindra/
The role of digital marketing for customer experience, in particular, has become key with online and bricks-and-mortar retailers alike. The digital approach is helping them implement new strategic technologies to win new and retain existing customers.
https://techfinancials.co.za/2018/08/20/high-speed-connectivity-at-the-forefront-of-the-retail-tech-evolution/
At Marketing Week’s Supercharged conference yesterday, brands including Virgin Holidays, Age UK and Ikea talked about the role AI is playing in improving the customer experience, as well as the challenges the new tech throws up.
https://www.marketingweek.com/2018/05/02/artificial-intelligence-supercharged/
As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic view of this ecosystem: leverage technology, marketing automation and analytics to understand, visualize and determine the overall impact to the business.
https://which-50.com/how-brand-customer-experience-and-technology-all-tie-back-to-digital/
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
https://clearaction.com/solve-customer-experience-silos/
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/
When thinking about innovation, don’t just think of technology. Consider the customer experience.
“It’s about the connection,” Nicholas Webb said during a keynote address at CU Direct’s Drive 18 Conference Thursday in Grapevine, Texas. “It’s the way we understand our customers.”
http://news.cuna.org/articles/114293-innovation-includes-the-customer-experience/
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