Digital customer experience technology has changed dramatically in the last four or five years. In 2014, in its first Digital Experience Platforms (DXP) Wave, Forrester cited three core capabilities which set DXPs apart: content, commerce and data. In its third Wave on Digital Experience Platforms in 2017 (fee required), Forrester named eight core components: content, marketing, commerce, service, analytics, customer data, personalization, and development and operations.
https://www.cmswire.com/digital-experience/how-digital-customer-experience-software-has-changed-in-5-years/
As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic view of this ecosystem: leverage technology, marketing automation and analytics to understand, visualize and determine the overall impact to the business.
https://which-50.com/how-brand-customer-experience-and-technology-all-tie-back-to-digital/
We’ve all had that customer-service moment where we’re stuck in an automated loop of chaos, and all we want is to connect with a real (and if it’s not asking too much, empathetic) human being to answer our question. The problem with engaging a digital brand or startup is that, oftentimes, customers don’t know who—or what—they are talking to.
http://www.adweek.com/digital/maintaining-human-contact-throughout-a-digital-customer-experience/
After the holidays wind down and the resolutions start, retailers look back at the crucial time of year that falls between the cyber deals of Thanksgiving and the shopping sprees of December. The first few months of the year can see a dip in sales, but the winners in retail know to use this time to examine what can be improved over the next year to build a better user experience and increase sales without taking a hit outside the holiday months.
https://martechseries.com/mts-insights/guest-authors/digital-experience-data-reveals-customer-experience-isnt-just-holidays/
The first step in determining if you have some problems with your customer experience programs is admitting you may have a problem. According to Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report (Registration required), 71 percent of organizations cited customer experience as a competitive differentiator but only 13 percent of brands rated their CX delivery a 9 out of 10 or better.
https://www.cmswire.com/customer-experience/8-tips-for-conducting-customer-experience-audits/
How are some of the world’s biggest brands preparing, and what investments and upgrades are they making? Let’s look at five trends emerging across the customer experience stack — from substantial shifts in the way companies are designing their architectures to new tools they’re using to keep employees engaged.
https://www.cmswire.com/customer-experience/5-ways-the-customer-experience-stack-will-evolve-in-2018/
