Customer experience is always evolving, and it is interesting to imagine what it will look like in the future. We’ve already considered trends that will be prevalent in five years, so now let’s jump 15 years ahead and imagine the customer experience potential. The seeds of many of the things that will become prevalent in that time are already being planted in our current customer trends and experiences.
https://www.forbes.com/sites/blakemorgan/2017/11/21/customer-experience-predictions-15-years-out/#17a720a56741/
Consumers have definitely benefitted from the disruptions created by web based real estate tech. But, realtors have seen their jobs become more and more difficult every year. If there were as many real estate transactions as there were 20 years ago, the increased volume in showings alone, generated by these web-based-services, would be meaningful. But, real estate transactions have continued to increase as employees and job seekers have had to become more mobile and interest rates have stayed at historic lows. This has led to increase complexity for realtors, many of whom now get hundreds of emails every day.
https://www.forbes.com/sites/steveolenski/2017/11/16/customer-experience-is-everything-when-it-comes-to-real-estate-marketing/#3a1d9c76470b/
A talk by Aisling Hassel, Airbnb’s head of global CX, at a recent event organised by CXPA Ireland was inspiring. Airbnb are game changers and not just in how they democratised travel. In a CX context, they have motivated and enabled employee to deliver a powerful customer-centric strategy based on that most precarious of marketing variables: trust.
http://marketing.ie/articles/customer-experience-fad-or-future/
The survey of UK consumers ranks brands on their Customer Experience Excellence (CEE) score, a weighted average of each brand’s score, as mapped against the six metrics of personalisation, time and effort, resolution, integrity, expectations and empathy.
https://www.research-live.com/article/news/uk-customer-experience-drops-to-record-low/id/5030972/
Various studies of B2B customers show that more than 50% are not satisfied with the way in which brands market to them once they became paying customers. Similarly, more than 40% of marketers are not satisfied with the results of their customer marketing efforts, yet 90% of them believe that customer marketing is an important investment. And in an era where customer loyalty is weakening, it is clear that the need to create high value customer marketing investments has never been more pressing.
http://customerthink.com/the-power-of-curated-customer-experiences/
There's a lot of buzz about artificial intelligence (AI) right now, and when you consider the possible applications of AI in customer experience (CX) measurement, the excitement seems justified. Just think of companies like Affectiva that measure emotions in facial expressions. If we can measure how customers actually feel about their experiences, we can finally measure what matters most to customer loyalty.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Effective-CX-Measurement-Requires-a-CX-Culture-121718.aspx/
The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work — today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care.
https://www.forbes.com/sites/blakemorgan/2017/11/09/healthcare-revolution-lead-with-customer-experience/#ed6241d216d6/
Using social media to deliver great customer service is no longer an option — it’s a must. Twitter reports that customer service interactions on social have jumped 250 percent in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90 percent of brands will rely on social media in some capacity to manage their customer experience (CX) efforts.
https://marketingland.com/reminder-customer-experience-age-social-media-228945/
Customer expectations are steadily changing in terms of mobile app performance – especially as the usage of mobile devices continues to rise and expand. Therefore, and for the sake of your customers, now is a critical time to start heavily investing in the usability of your app. This article will take a look at some of the best mobile in-app feedback tools that will help you achieve an optimal mobile user experience.
https://mopinion.com/top-11-best-mobile-in-app-feedback-tools-an-overview/
What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and alliances. It actually means the whole company is getting its act together to deliver what it promised to customers.
https://www.business2community.com/customer-experience/walking-talk-customer-experience-01957988/
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