Do you know where your customer data is?
If you’re like many marketers, your customer data is split across multiple systems and databases. In a Harvard Business Review survey, only 13% of executives had a unified view of their customer with a single source of customer intelligence to integrate the entire customer journey.
https://www.martechadvisor.com/articles/data/unifying-your-view-of-the-customer/
If marketers want to upgrade their customer experience, they will have to take a hard look at revamping their data analytics.
According to an Econsultancy and Adobe survey of client-side marketers worldwide, 65% of respondents said improving their data analysis is a very important factor in delivering a better customer experience. That was the most popular answer for the second year in a row, up from a 63% response rate in 2017.
https://www.emarketer.com/content/better-data-analysis-is-critical-to-improving-customer-experience/
As Internet of Things (IoT) devices infiltrate people's homes and offices, consumers increasingly look for IoT experiences that are monitored, personalized, improved, and updated with new features, according to a Thursday report from Forrester.
https://www.techrepublic.com/article/4-ways-iot-can-improve-the-customer-experience/
At least once a week, I load up a hypothetical shopping cart from online retailers like Zara, ASOS, and Sephora, only to decide that I don't want to spend money on clothes or makeup I don't really need. So I abandon the cart and close the tab. According to new research by Market Inspector, I'm not the only one. Fifty-seven percent of internet users discard internet shopping carts because of indecisiveness.
How can companies fix that indecision? For starters, 31 percent of online shoppers report that they weren't able to get answers to simple questions from company websites. That's not a product issue; it's a customer service issue.
https://www.hospitalitynet.org/news/4087495.html/
After the holidays wind down and the resolutions start, retailers look back at the crucial time of year that falls between the cyber deals of Thanksgiving and the shopping sprees of December. The first few months of the year can see a dip in sales, but the winners in retail know to use this time to examine what can be improved over the next year to build a better user experience and increase sales without taking a hit outside the holiday months.
https://martechseries.com/mts-insights/guest-authors/digital-experience-data-reveals-customer-experience-isnt-just-holidays/
While 80% of CEOs believe their company offers exceptional CX, just 8% of their customers agree. “Organisations need to differentiate on CX because 9 out of 10 customers are willing to pay significantly more for a better experience,” says Qualtrics CX subject matter expert and principal consultant Vicky Katsabaris. Qualtrics has identified five key trends businesses need to consider for their CX management programmes this year.
https://channellife.co.nz/story/5-major-cx-trends-expect-year-qualtrics/
Marketers in the UK are typically missing out on revenue and delivering an improved customer experience by not measuring the lifetime value of their customers, a new report has revealed.
https://www.warc.com/newsandopinion/news/uk_marketers_find_customer_lifetime_value_elusive/40197/
Consumers are gradually starting to ignore sales pitches and tune out the invasive marketing methods that many businesses still employ regularly. And subsequently, these changes have made way for a new method of bringing in new customers – inbound marketing. Inbound marketing has recently become a very popular method of marketing among digital-first businesses, especially in terms of content marketing – which is considered a subset of inbound marketing. As a result, many content and inbound marketing tools have since been developed to make these strategies more efficient.
https://mopinion.com/top-27-content-and-inbound-marketing-tools/
Artificial intelligence (AI) has already become an everyday part of our lives. We use it at work and at home - often without even realizing it. AI is evolving now in all industries especially in the banking sector, 2018 will showcase many projects and applications that are adopting AI to increase their performance and security in all terms.
http://www.bobsguide.com/guide/news/2018/Mar/19/using-ai-to-enhance-customer-experience/
Interesting interview with Maggie Chan Jones, the first woman global chief marketing officer of SAP. Here Steve Olenski talks to her about a lot of different topics ranging from CX, AI, all the challenges she's faced as CMO and what she's up to these days including her speaking at two diversity and inclusion events, Women Economic Forum and I Inspire, in New Delhi, India at the end of April.
https://www.forbes.com/sites/steveolenski/2018/03/19/should-cmos-lead-customer-experience-one-former-cmo-says-maybe/#4c14e6af5bff/
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