Technology, now more than ever, is finding a place in our everyday lives. Retail businesses have taken notice of technology’s value and are using it to improve the customer experience.
https://thebossmagazine.com/retail-experience-technology/
Is there a secret sauce for conquering the customer journey? How many touches does it really take? What’s a surefire way to move leads into the purchase funnel and eventually turn them into advocates for your brand?
https://www.forbes.com/sites/forbescommunicationscouncil/2017/11/08/the-secret-sauce-of-the-customer-journey/#6242a93961d6/
We all want to design products, services, and experiences that are relatively simple and intuitive to use. That makes sense: an easier-to-use and onboard product, services is going to have a much stronger user base. A stronger user base translates to revenue. Some have even said the “race for simplicity” in experience design is valued at $86B. You want a piece of that pie.
But how do you know if your product-services and Customer Experience are too complex?
https://customerthink.com/how-do-you-know-if-your-customer-experience-technology-product-or-service-is-too-complex/
Technology-driven competition is becoming fierce and unrelenting. Companies today can deliver seamless, high-quality customer experiences across the whole of their marketing, commerce and supply chain function. With the ability to tap multiple data sources while interfacing with knowledge workers using natural language, “augmented intelligence” systems leverage business rules, machine learning and advanced analytics to comb through mountains of data and help teams deliver end-to-end optimization. So what’s the remaining challenge?
https://www.forbes.com/sites/forbespr/2017/11/29/augmented-intelligence-can-help-bust-silos-and-optimize-customer-experiences-says-new-study/#7d2d2f976070/
Loyalty360 asked a few experts in the loyalty industry about trends related to customer behavior, how brands can leverage these insights to strengthen relationships and spark expanded brand loyalty, and the positives and challenges associated with Black Friday and Cyber Monday.
https://www.loyalty360.org/content-gallery/daily-news/behavioral-trends-that-could-impact-customer-exper/
In this digital age, customers expect a consistent experience that is seamless, intuitive and engaging across channels be it social, mobile or in person. These digitally evolved customers ask for information anytime, anywhere, superior digital products and services, multi-channel experience and personalized, contextual engagement.
http://businessworld.in/article/Stay-Ahead-of-the-Game-with-Enhanced-Digital-Customer-Experience/25-11-2017-132713/
Nowadays, there is a lot of talk about customer experience. Aside from a strong product offering, it is customer experience that can help differentiate a business. Competition is all around, and technological advancements allow for innovative ways that create the illusion of more intimate brand-customer relationships. Customer experience is motivated not only by rational argument (“what do I think of the brand”), but also very much the emotional sensations that arise from interacting with a business (“how does it make me feel”).
http://www.cxotoday.com/story/customer-experience-focus-is-a-strategic-brand-differentiator/
Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when this is put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience.
https://www.forbes.com/sites/adrianswinscoe/2017/11/28/when-it-comes-to-customer-experience-in-2018-can-we-make-boring-the-new-cool/#3fda029c5c0a/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
The journey to effective CX implementation can be tough. That’s because great customer experience isn’t about just fixing an issue, but about rethinking it and often creating something completely different. That requires a transformation of how the business approaches CX: its processes, technology, employee mindset, and behavior.
In our experience, companies that have trouble with their CX transformation programs commit the following “seven deadly sins.”
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/How-to-Avoid-the-7-Deadly-Sins-of-Customer-Experience-Transformation--121446.aspx/
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