Many say customer experience will be the key differentiator for companies in the digital era. And customers have a long list of requests for brands. A lion's share of the onus to deliver these experience falls on marketers and customer experience professionals. Those very folks gathered at the fourth annual CMSWire DX Summit at the Radisson Blu Aqua in Chicago. (Editor’s note: Simpler Media Group, the publisher of CMSWire.com, runs this conference). Here they share their digital customer experience focus areas for 2019.
https://www.cmswire.com/digital-experience/what-digital-customer-experience-pros-will-focus-on-in-2019/
2017 has been a transformative year for customer experience, with artificial intelligence and digital assistants at the forefront of the transformation. With the emergence of new channels, organisations also spent much of 2017 grappling with how to handle and analyse the sheer volume of data they were able to collect on customers.
These emerging technologies will inevitably play a more integral part in how businesses deliver the customer experience. Other technologies such as VR and AR, as well as IoT, also have potential to affect customer experience. As we look towards 2018, we’ve put together some thoughts on what 2018 might bring for the customer experience.
https://www.itproportal.com/features/what-does-2018-hold-for-the-customer-experience/
By now, most companies have at some level realised that they need to embrace digital transformation. For the most part, however, these efforts are still limited to upgrading IT infrastructure, with very little thought given to the rest of the organisation.
A more holistic approach to digital needs to be adopted and “the customer” should be given more focus in an organisation’s digital transformation efforts. It is, after all, customer experience (CX), more than any other factor, that sets an organisation apart from its competitors.
http://themediaonline.co.za/2019/12/what-does-digital-transformation-mean-for-customer-experience-in-2020/
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today.
http://www.briansolis.com/2018/01/future-cx-look-like-promising-predictions/
The technology industry is an intensely competitive one and as such, the key to survival for businesses in this industry is often constant innovation and meeting the needs of their customers. With this, the online customer journey for tech companies can be quite complex.
https://mopinion.com/online-customer-journey-tech-companies/
87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of the most tried and tested means employed by organisations to measure employee engagement is an employee survey. I have found different figures quoted by others as to the number of companies who run employee surveys. Survey usage ranges from a low of 66% of companies to a whopping 92% of companies. Whatever figure is correct, a lot of organisations are using employee surveys to gauge their relationship with their employees. The idea being that these surveys will produce data findings that can be interpreted into insight that in turn will lead to improvement actions.
https://customerthink.com/what-hr-could-learn-from-customer-experience-a-people-insight-and-analytics-approach/
Each and every page on your website / mobile app serves a different purpose, so why should your feedback buttons be any different? Well they’re not – at least not anymore which is something that many feedback companies have caught onto. In fact, most of these companies know that in order to get the best and most relevant feedback results, you (the user) will want to tweak your feedback forms so that they are aligned with the goals of specific pages or funnels.
https://mopinion.com/one-script-for-all-your-feedback-buttons/
You understand what it takes to provide a great customer experience. In fact, you are a great warrior on behalf of the customer. You can’t stand hearing about what customers complain about, simply because you think that hiccup should have never happened. That problem with marketing is because those people in marketing don’t get it like you do. Those complaints about distribution could be solved if the right people were there. Nobody seems to really get it in your organization, except you.
https://www.forbes.com/sites/forbescoachescouncil/2018/05/24/what-if-your-customer-experience-is-lousy-because-you-dont-think-youre-responsible-for-it/#1261bf8b7671/
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/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
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