Everything is connected, every surface area is primed for data-capturing IoT, and life is mostly conducted from our phones. Even reality itself is becoming trickier to pin down, whether augmented, virtual or actual.
With 2018 nigh, we should expect more of the same. Like a good and/or bad sequel, the stakes will be higher, the budgets bigger and the gadgets flashier. For some, it will be a bumpy ride. For others, unprecedented tech-enabled success awaits. For all of us, it will be anything but boring. Strap yourselves in, things are about to get interesting (again).
https://www.informationsecuritybuzz.com/articles/2018-an-it-odyssey/
Corporate leaders expect chief marketing officers to have primary responsibility for growth strategies and revenue generation. CMOs need to find new routes to drive revenue. With various trends and outlined predictions for growth, one common thread is data. Data is now at the heart of customer experience, and companies are embracing advanced technology that helps them use data better.
http://www.marklives.com/2017/12/by-invitation-only-taking-customer-experience-to-the-next-level/
The irony of technology is that it’s often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site”. Is it possible to prevent most of these customer experience hassles?
http://www.customerexperienceupdate.com/?open-article-id=7674782&article-title=solving-system-silos-for-customer-experience-excellence&blog-domain=clearactioncx.com&blog-title=clearaction/
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/
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/
Somewhere along the road to excellent customer experience, we've made an unfortunate detour — one that arguably elevates technology at the expense of the needs of people. The evidence is all around us. This article takes a closer look.
https://customerthink.com/why-cant-we-get-customer-experience-right/
Retailers and brands convened in New York City last week to experience the National Retail Federation’s Big Show, and once of the biggest topics on attendees’ minds was technology. From automation to personalization to social marketing, the growing importance of technology in the shopping experience was definitely top-of-mind for retailers and brands, including those in the food and beverage space.
Here’s a look at how four food and beverage brands are incorporating digital tools to improve the customer experience:
https://www.smartbrief.com/original/2018/01/how-food-beverage-brands-are-going-digital-improve-customer-experience/
The public launch of Amazon Go Monday represents a slew of technology advancements and customer experience innovation as the Seattle-based supermarket, boasting a cashierless checkout, is delivering on a range of customer wants and needs.
https://www.retailcustomerexperience.com/articles/amazon-go-disrupts-re-invents-elevates-the-customer-experience/
RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Technology key focus for retail customer experience improvements; Consumers are embracing the connected retail experience; and are consumers ready to go cashless?
https://www.retailtechnews.com/2018/01/25/technology-key-focus-retail-customer-experience-improvements-consumers-embracing-connected-retail-experience/
Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
