At Marketing Week’s Supercharged conference yesterday, brands including Virgin Holidays, Age UK and Ikea talked about the role AI is playing in improving the customer experience, as well as the challenges the new tech throws up.
https://www.marketingweek.com/2018/05/02/artificial-intelligence-supercharged/
It used to be that customer experience technology meant only CRM, or customer relationship management. The terms were almost interchangeable because the only technology used to connect with customers was basic data like names, emails, phone numbers, and addresses. However, there has been an explosion of customer technology that is changing the customer experience.
https://www.forbes.com/sites/blakemorgan/2018/05/05/what-is-customer-experience-technology/#138880182d03/
Listen to Commercial & Operations Director, Group Enterprise at Vodafone Gary Adey, on the Modern Customer Podcast.
In a world where many customers just feel like dollar signs or voices on the phone, one of the largest telecommunications companies in the world promises its customers they will be able to see the whites of its employees’ eyes. No matter the issue, there will always be someone there so closely involved in the situation that customers will know who they are and feel their presence.
https://www.forbes.com/sites/blakemorgan/2018/05/03/the-critical-role-of-operations-in-customer-experience/#808341266983/
As more passengers travel with mobile devices, airline apps have taken off. Yet many airlines still have some distance to go before their app experience truly soars.
Today, 98 percent of all airline passengers carry at least one device and 70 percent carry two or more devices when they travel, according to SITA’s Passenger IT Trends Survey 2017. Given how attached travelers are to their devices, airline enterprises should be innovating with mobile apps.
https://mobilebusinessinsights.com/2018/05/airline-apps-take-the-customer-experience-to-new-heights/
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
https://clearaction.com/solve-customer-experience-silos/
Whether you are just starting your company’s CX journey or you are well on your way, this white paper will help you develop a thorough understanding of the discipline and the many ways organisations view and implement CX strategies, processes, and technologies. We’ll start by defining customer experience and its importance before discussing common structures for CX roles, following up with the six pillars of CX.
https://www.mycustomer.com/resources/designing-a-world-class-cx-approach/
Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company — flip a switch, and the expected happens.
https://go.forrester.com/blogs/creating-the-cx-centric-utility/
Retailers concerned about the future of customer experience should be paying close attention to emerging markets, whose quick embrace of new technology offers mature market brands a unique chance to watch, learn and implement change – with little risk.
Jacob Younan, Associate Director, Global Solutions, LoyaltyOne
https://www.colloquy.com/latest-news/watch-and-learn-emerging-markets-experimental-technologies-and-the-customer-experience/
Chatbots are a simple and fun way to help shoppers find what they are looking for and enhance their online customer experience. Thanks to recent advances, web developers are now creating chatbots that are ever-more human, aiding the flow of communication by recognizing verbal patterns and interpreting non-verbal signs.
https://www.cmswire.com/digital-experience/what-comes-next-for-chatbots-and-customer-experience/
There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans will still perform every task. However, perhaps the most likely scenario is one championed by David Clarke, Global CxO & Experience Consulting Leader, Digital Principal at PwC, who believes future success in customer experience comes from a combination of people plus technology.
https://www.forbes.com/sites/blakemorgan/2018/05/14/the-future-of-customer-experience-people-plus-technology/#41c4e9f31bc1/
