Almost all of us, as consumers, experience different frustrations and irritations online. The tricky part here is for companies to be able to identify where these pain points are. Mopinion has researched the top ten online irritations of 2016.
https://mopinion.com/top-ten-online-irritations-2016/
The User Experience in the Age of Self-Tasking – FREE Live Event
Join us Live on Thursday November 20th, at 1pm Eastern/10am Pacific for the Free UX Live Event of the Year.
https://mopinion.com/the-user-experience-in-the-age-of-self-tasking/
To stay ahead of the customer experience curve, companies can no longer rely on voice and telephone services alone, says Stephen Ball, Senior VP Europe and Africa, Aspect Software.
Recent times have seen some hugely significant developments in industry, with these advances now coming to define how we approach the world of technology. Bitcoin, blockchain and big data have well and truly come to the fore, and AI, automation and chatbots are showing promise on a commercial scale.
These developments are having a huge impact on the ways in which businesses engage with their customers. Here, Stephen Ball, Senior VP Europe and Africa, Aspect Software, looks at the key customer experience trends that we will see developing in the coming months.
http://pressoffice.itweb.co.za/aspect/PressRelease.php?StoryID=281944/
In the modern era, the inexorable rise of Customer Experience has pushed the bar higher in Marketing, Sales, Service and Commerce. The biggest challenge faced by marketing professionals lies in delivering connected and smoothly concerted experiences to a whole new generation of customers that expect instant solutions, round-the-clock customer service, access to personalized content, flexibility and ease of adoption, regardless of their device, geography and expertise in handling technology. Today, you are not just selling an experience, you’re also selling consistency — consistency in meeting expectations through connected data, experiences and intelligence.
https://martechseries.com/mts-insights/staff-writers/c-customer-experience-cx-means-consistency/
The relationship between retailers and technology is the perfect definition of ‘frenemy’. While high street retailers are struggling to attract a dwindling amount of footfall into their stores – we won’t list again here the recent high street casualties – down to competition from online rivals (sometimes their own), technology conversely could be the savior for physical shops for those retailers able to work out how to use it to stay relevant.
https://diginomica.com/2018/04/20/theres-value-offline-retail-metrics-wrong/
Amazon, Williams-Sonoma and Kohl’s are the top three brands in ForeSee’s annual Retail Customer Experience (CX) Rankings, which are based on survey data from over 40,000 shoppers across their store, Web, and mobile experiences.
The report also examines the success of retailers by individual channel — store, Web, and mobile (See chart). Amazon, Costco, Kohl’s, and Nordstrom each took a top spot in two out of three channels, while Tractor Supply ranked No. 1 in Web.
https://www.chainstoreage.com/technology/retailers-tops-omnichannel-customer-experience/
The customer experience (CX) movement has always declared that businesses will benefit by designing experiences around their customers. Now, more than ever before, organizations are understanding the importance of CX on the bottom line and are implementing experience management programs. These companies are willing to invest because they have faith that doing so will pay dividends.
http://customerthink.com/three-essential-strategies-for-providing-financial-return-on-customer-experience/
Year-end articles and blog posts about hot trends are popular. People enjoy reading speculative predictions, and writers are happy to collect the clicks earned by lofty and alarming statements about the pace and breadth of change. Since both writers and readers love them, the annual slew of CX predictions are arriving, and you can find plenty of posts and articles about the Customer Experience trends you “must be aware of” and “must get ready for” in 2020. But must you? Really?
http://which-50.com/three-things-to-know-about-2020-customer-experience-trends/
James Geller, retail solutions director at Oracle, looks at explanations for the existence of the customer experience gap and how to close it.
The good news is that more and more retailers are starting to understand they need to focus on customer experience.
People buy into brands that have stories to tell and something that makes them stand out.
The bad news is that retailers often have to focus on sales, KPIs and maximising shareholder value, which in turn drives some interesting decisions and potentially creates a customer experience gap.
Why does the gap exist? There are four key reasons.
https://www.retail-week.com/technology-blog/three-ways-to-close-the-customer-experience-gap/7029033.article?authent=1/
Luckily, this transition to a more digital way of working has – in return – given financial institutions the opportunity to get even closer to their customers than ever. The question is, what do these customer journeys look like and how can digital feedback play into the process of enhancing them?
This article will analyse what the online customer journey within the financial industry looks like, and how organisations within this industry can leverage digital feedback to optimise various stages within the journey.
https://mopinion.com/optimise-the-online-journey-for-financial-institutions/
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