Customers today are looking for an on-demand and customised experience from brands across verticals. Financial institutions need to rethink their solutions from customers’ perspective and be a part of the complete customer journey rather than provide conventional offerings through a product-centric view. Any step towards revisiting consumer experience needs to involve multiple stakeholders including user experience designers, product managers, sales people, software professionals, strategic partners and an executive sponsor. Multiple ideation sessions would be required to define the most relevant consumer experience after discussing current pain points.
Here are some key steps which can help banks make the consumer journey a breeze:
http://www.thehindubusinessline.com/catalyst/how-banks-can-reinvent-for-a-better-customer-experience/article22650555.ece/
Leveraging on data and using it in the right way can help an organisation to unleash growth. What are the steps to take?
http://punchng.com/using-data-to-improve-the-customer-experience/
As user experience teams focus on developing innovative digital services that make the user experience easier and better, they must first ensure the challenges of website and application uptime and availability are under control.
The demand for constant availability of apps, sites, and services is nothing new. Digital users are only getting more demanding, and businesses that ensure their services are ‘always up’ and performing will dominate those who can’t successfully tackle performance issues.
https://customerthink.com/tackling-new-customer-experience-challenges/
To be successful, you should surround yourself with successful people, right?
Delivering a solid customer experience is tough, but listening to people who have already done it can really cut down on your learning time. With literally thousands of CX blogs, podcasts, videos, and social media accounts to follow, you can tap into expert advice without ever leaving your house.
https://blog.capterra.com/9-customer-experience-influencers-to-start-following-now/
In this article, we will share how a Customer Relationship Management (CRM) system can help you improve the experience you provide to your customers.
https://www.superoffice.com/blog/crm-customer-experience/
Across the globe, there’s been accelerated adoption of technology across industries – transport, logistics, retail, manufacturing and food. However, travel and hospitality industry has historically depended on people to deliver customer experience. Even in the digital travel business, we expect that to change in the future.
http://www.bgr.in/features/technology-innovation-could-transform-customer-experience-in-the-travel-and-hospitality-industry/
"If you’ve been thinking about trying out customer journeys but aren’t sure where to start, we’ve outlined three steps that your organization can make quickly and easily—without any major upfront costs or time- and energy-consuming integrations. By following these three steps, your organization will be well positioned to launch an effective customer journey initiative."
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/3-Steps-to-Kick-Off-Your-Customer-Journey-Initiative-123007.aspx/
Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.
Brands can now track individual customer behavior in real-time. With the availability of big data and analytics, companies are able to tailor-fit customer experiences on personal scale.
http://business.inquirer.net/244950/digital-amplifies-customer-experience/
For retailers, big data can be a game-changer. It can help you understand what customers really want, a critical success factor in today’s increasingly tough trading environment. The depth and intimacy of understanding consumers on this scale is new and powerful. Although mass information like this is hard to handle, if harnessed with the right tools and processes, retailers can interact and answer customers in a way that is superior to their competitors.
http://www.fourthsource.com/data/enhancing-customer-experience-big-data-22430/
Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
