Trends and developments are continuously sprouting up within Customer Experience (CX). In fact there are so many new trends that it can be hard to keep track. Previously we were just satisfied with having a customer-oriented approach, but nowadays we want to take this one step further…
https://mopinion.com/cx-top-5-youtube-videos/
Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations.
As a result, many organizations have built teams to collect and analyze data on every step of the customer journey – taking into account where, why and how customers interact with their channels. By analyzing this data in real time, companies are able to keep up with evolving customer demands.
http://customerthink.com/3-reasons-why-ai-and-big-data-will-fuel-the-customer-experience-in-2019-and-beyond/
Nationwide, which banks 15 million customers in the UK, has enlisted AI from analytics firm SAS to analyze customer interactions more effectively and resolve issues earlier, per Finextra.
Nationwide's deployment of AI comes amid growing digital transformation efforts from incumbent lenders as they look to reduce operational costs and improve how they service customers. In September 2018, for example, Nationwide announced its intention to step up its digital transformation, saying it would invest a further £1.3 billion ($1.7 billion) on technology, taking its total tech investment over the next five years to £4.1 billion ($5.4 billion).
Here's how Nationwide deployed AI to identify customer pain points and strategize to resolve issues:
https://www.businessinsider.com/nationwide-sas-ai-customer-experience-2019-3?international=true&r=US&IR=T/
Artificial Intelligence (AI) has caught everyone's attention in recent years, mainly because of its disrupting nature which gives it enormous potential with countless applications.
Among the many possibilities that AI promises, customer experience (CX) is an area that offers immense opportunity for organisations to differentiate.
https://biplatform.nl/1863618/is-artificial-intelligence-the-future-of-customer-experience.html/
Mopinion released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
Unless you’ve been living under a rock, you’ve probably noticed that the term ‘artificial intelligence’ is being thrown around just about everywhere. It has become a major corporate buzzword and hype, especially among digital marketers. Meanwhile half of us still don’t really know what it means or better yet, what it can do for our business. That’s why we’re here to tell you specifically what AI can do for you and how it can make your customer feedback more actionable.
https://mopinion.com/customer-feedback-artificial-intelligence-ai/
When I think of a hospital I think of fear and bad vibes. Patients are afraid of staff, and staff are scared of being sued. We think of aloof doctors and under-appreciated administration. Vulnerable patients are abrasively stuffed into a system that doesn't want them there.
The hospital that morphs itself into a luxury hotel, now that's something to think about. It all comes down to innovation and customer experience.
Here are 10 examples of customer experience innovation that transform the hospital to be more like a luxury hotel.
https://www.forbes.com/sites/blakemorgan/2018/08/21/10-examples-of-customer-experience-innovation-in-healthcare/#70466e5171ec/
Now more than ever, marketers have a variety of new and traditional options in their toolboxes. In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.
http://customerthink.com/the-evolving-scope-of-b2b-marketing-its-all-about-customer-experience/
Understanding customers, discovering and managing their behaviours have been hot topics in marketing for a long time. However, customer experience is still a new notion to many. Today, different companies sell almost identical products at the same price level. This state of play creates a question. If the price and quality are almost the same, on which criterias do the consumers make their decisions?
https://www.cxnetwork.com/cx-experience/articles/4-steps-for-creating-unique-customer-experiences/
In today’s competitive e-commerce environment, personalizing the customer experience is the number one priority: To drive conversion, the right message needs to be sent to the right person at the right time. How do you accomplish that? Increasingly, AI is emerging as the best way to offer a truly one-to-one experience to customers. A Gartner study notes that “by 2020, 85% of customer interactions will be managed without a human” and that by 2040, “more than 40% of all data analytics projects will relate to an aspect of customer experience.” So what does that look like?
https://www.forbes.com/sites/forbesagencycouncil/2018/07/16/use-ai-to-create-a-more-personalized-profitable-customer-experience/#7ce01f55f3a7/
