Tags: customer-experience*

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  1. Digital disruption has transformed the way brand marketing is done, primarily due to the growing influence of customers in an increasingly connected world. Given this backdrop, Mint recently partnered with SAP India Pvt. Ltd to host a select CXO round table centred around the theme, “Customer Experience (CX): Way to the heart of a digital business”.

    Cassandra Girard, global vice-president and head, consumer and travel industries, at SAP Hybris; and Yashraj Erande, partner and managing director, The Boston Consulting Group, Mumbai, opened up the discussion by sharing their insights on the ingredients of a successful CX strategy and the challenges it entails.
    http://www.livemint.com/Home-Page/M65FHOFXZ5Ki7KmEivdVCP/How-customer-experience-is-becoming-central-to-digital-trans.html/
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  2. As men and women in business, you’ve probably been told to separate your emotions from the job that you do. However, no matter how hard you may try, it’s impossible to fully separate yourself from those feelings of anger, excitement, sadness, or sympathy. These emotions influence every decision you make, good or bad, implicitly or explicitly. After all, you’re only human. So own these emotions.

    Recognize them, manage them, and understand them, whether they belong to you or to someone else. Know when emotions can be advantageous to your business and client relationships and know when they can be detrimental.
    https://customerthink.com/improve-your-customer-experience-understanding-emotions-in-the-workplace/
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  3. A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it.
    http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7014995&article-title=engaging-your-people-with-cx--introducing-the-customer-experience-game&blog-domain=ijgolding.com&blog-title=ijgolding/
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  4. It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.

    Bruce Temkin, for example, has declared that the Customer Experience Theme for 2018 is “Humanity“.

    Who am I to disagree?

    But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2018 as they were in 2017, 2016, and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.
    https://customerthink.com/customer-experience-non-trends-for-2018/
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  5. Roles focused on the overall customer experience across multiple channels, including designing experiences for emerging technologies like voice, augmented reality and artificial intelligence, are still nascent in the marketing industry.

    Howard Pyle took on the role of svp of customer experience and design at MetLife in January 2016, just as the company started its first brand refresh in 35 years. He manages a team of 70 people responsible for the MetLife experience across channels. Pyle spoke to Digiday about why companies need to focus on designing customer experience.
    https://digiday.com/marketing/cx-new-ux-metlifes-first-head-customer-experience-building-brands-personal-interaction/
    Tags: , , , by eringilliam (2018-01-11)
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  6. A traditional organizational strategy tends to revolve around minimizing costs and maximizing sales and profits, thereby maximizing shareholder return. In a government setting, cost reduction is important to strategy; but so is raising awareness of what government is doing, and changing the behavior of citizens.
    https://www.cmswire.com/customer-experience/when-organizational-strategy-ruins-customer-experience/
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  7. As customer experience – increasingly based on digital interactions – becomes a competitive differentiator, brands need to assess their current capabilities and understand where they may need to make changes, according to an industry figure.
    https://www.warc.com/NewsAndOpinion/News/39826/
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  8. Customer experience (CX) is taking centre-stage in an era where superior products and services alone are no longer sufficient to attract and retain customers. Here's why...
    http://www.livemint.com/Opinion/QJF1SS1NwcvxGBOTDB3L5K/Why-customer-experience-should-be-a-broad-agenda.html/
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  9. 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/
    Tags: , , , by eringilliam (2018-01-09)
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  10. Oracle’s Antony Welfare explains why customer experience offers retailers the biggest competitive advantage.

    Your customers have unprecedented power, information and choice at their fingertips. As a result, their expectations are higher than ever.

    These modern customers – many of them millennials with a mobile phone moulded to their hand – expect the same retail experience, regardless of where their interaction takes place. Whether it’s online, in store, on your mobile app or socially.
    https://www.retail-week.com/retail-voice/the-retail-customer-experience-of-the-future/7027916.article?authent=1/
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