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.
http://customerthink.com/5-hot-ai-in-cx-trends-to-watch-in-the-roaring-20s/
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.
http://inc.com/gene-hammett/6-ways-to-upgrade-your-customer-experience-in-2020.html/
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.
http://cmswire.com/customer-experience/rise-to-the-challenge-of-holiday-travel-deliver-stellar-customer-experience/
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.
http://customerthink.com/how-to-improve-customer-experience-in-banking/
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.
http://customerthink.com/measuring-customer-experience-beyond-nps/
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!
http://mopinion.com/stop-scaring-off-your-customers-try-these-5-online-feedback-tips/
Financial institutions have always been at the forefront of innovation and new technologies. In fact, quite recently, increasing automation and the use of electronic trading and payments were some of the largest focuses in this industry. All customer data and accounts were centrally managed by a third party system, which was the standard at the time.
But times are changing. Nowadays we’re seeing that consumers in this industry are evolving. They’re raising their expectations and changing their habits, and focusing on obtaining a better overall experience rather than a better price point. So how can financial institutions stay in touch with their customers? The answer is digital feedback.
http://mopinion.com/new-white-paper-digital-feedback-and-the-finance-industry/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.
CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
