Tags: cx*

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  1. Customer experience teams are having a tough time, and the pressure is mounting to prove business value of a customer experience (CX) team in 2020. And unfortunately, the proof is not “in the pudding” as one might say. Confirmit’s survey, which polled over 800 CX professionals globally discovered just the opposite – the number of CX teams receiving significantly increased investment is declining, dropping from 22 percent 16 percent in just the last year.
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  2. In 2020, an optimized digital customer experience can tip the balance toward gaining a purchase instead of losing a customer. Excellent CX has transitioned firmly from something nice to have to a business requirement.

    No matter how good a product or service is, the e-commerce Web and mobile design surrounding it will play a key role in maintaining engagement and ensuring consumers complete their shopping journey.
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  3. It’s a new decade and while digital CX continues to maintain its status as a key differentiator, technologies are advancing at an ever brisker pace and organisations are becoming more proactive in their CX efforts.

    From the adoption of an agile approach and a narrowed focus on customer transparency and data compliance to the rise of hyper-personalisation, here are the top Digital Customer Experience (CX) trends to look out for in 2020.
    Tags: , , , by tjeerdtraats (2020-01-09)
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  4. Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority.

    For those who have made CX a priority, the customer and business imperative of enabling and consistently delivering "digital-first but not digital-only" multichannel experiences means that to effectively transform the customer experience, it’s important to also focus on digital transformation.
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  5. Two years ago, I prognosticated about what might happen with AI in CX in 2018. With the confidence of a seasoned pundit never held to account for his transgressions, I managed to get some readers lathered up about the future-state of AI tech affecting customer experience (CX), marketing, and sales efforts. Looking back, it’s surprising the authorities didn’t indict me as a co-conspirator in various AI hype-crimes.
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  6. You've got great products. You've got competitive prices. You've got lovable ads. But unless your customer experience is exceptional, you aren't going to get ahead in 2020.

    Remember, research giant Walker predicted seven years ago that CX would overtake price and product as the primary brand differentiator by 2020. With 2020 here, it's time to plan a final CX push. If fast growth is your goal, CX is your route to getting there.
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  7. With a record 5.7 million passengers expected to fly domestically in the US between Dec. 20 and Jan. 6, this holiday season will put significant pressure on travel and hospitality businesses. High passenger volume, the heightened emotions of customers who are eager to reach their destinations, and rampant competition mean patience is limited and the risk of churn is high. Considering that more than two-thirds of companies compete primarily on the basis of customer experience, it’s critical that companies in these industries continue delivering exceptional experiences despite the busyness of the holidays.
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  8. Banks face more competition than ever before to attract and retain new customers. A new era of online retail experiences means customers have elevated expectations traditional banks often fail to meet.

    This wouldn’t be such an issue for banks if they didn’t also face increasing competition from non-traditional players in the financial services industry. These players focus on the customer experience, while banks fail to do so.
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  9. Customer experience (CX) is more important today than ever. Providing an exceptional customer experience consistently, though, is hard. Measuring customer experience and tying it to tangible business outcomes is harder still.

    The first step in your journey to improve CX is to measure customer experience. While you will be familiar with widely known customer experience metrics such as Net Promoter Score (NPS)® or Customer Satisfaction (CSAT), how and when you calculate these metrics, as well as how they influence your actions, can have an big impact.
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  10. Halloween is almost here. The skies are growing darker. Leaves are covering the sidewalks. Pumpkins are sprouting up on nearly every front porch. And shops are dressing up their front windows with decorations of spiders, skeletons and scary masks! One thing is for sure, here in the Netherlands Halloween is definitely gaining ground. But while all the scaring and getting scared continues to become more popular and celebrated, this theme isn’t exactly something you want reflected in your business. In this article, we’ll provide you with 5 tips that will help you avoid scaring off your customers with feedback forms!
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