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/
Microsoft principal founder Bill Gates once said, “If your business is not on the internet, then your business will be out of business.” That statement certainly made a lot of sense when the famous philanthropist and business magnate utter those words in the 90s. However, today, being on the internet is not enough to ensure the survival of your business.
http://customerthink.com/5-critical-components-of-information-technology-that-will-make-or-break-your-business/
Like always, Mopinion is committed to providing the best possible feedback analytics solution out there. This means our team must work continuously to improve and make meaningful changes to our platform, which is made possible thanks to feedback provided by our customers. Having said that, we are really excited to announce the launch of several new features and updates, important security updates and other visual enhancements!
Here is an overview of the latest and greatest…
https://mopinion.com/april-product-updates-web-notification-mobile-sdk/
While many companies think they’re leading the charge with service quality and creating an innovative, truly great customer experience, the numbers tell quite a different story … in the eyes of customers, most companies are falling flat.
Today we’re going to scrutinize what companies are doing incorrectly and highlight how to fix these problems.
What is customer experience strategy?
https://www.helpscout.net/blog/customer-experience-strategy/
In an increasingly connected world, a high-quality and efficient customer experience is more important than ever
And customers expect their experience to be seamless, digital, and hassle-free — emphasis on “digital.”
Businesses now find themselves in the midst of a fourth industrial revolution – the proliferation of next-generation technologies – where the growth of the cloud economy has made accessibility and shareability of resources instantaneous. This means customers will not tolerate slow or clunky processes from brands. As technology moves on, so too must the experience of the customer.
https://www.technative.io/the-three-major-problems-of-building-a-digital-customer-experience-in-the-cloud-economy/
The rise of new digital tools (like mobile, live chat, omnichannel support, self-service, social media) and a broad array of IoT devices (like activity monitors, beacons, smartwatches) and emerging technologies (like AI, AR, Machine Learning, VR, 3D printing and so on), has exponentially increased the number of customer touchpoints available to marketers.
On the other hand, chats, stories, and statistics grab today’s customer’s attention, and they get influenced by other people’s reviews and opinions and feel compelled to share their experiences of encounters with brands. Also, the customer experiences often trickle over from one industry to an entirely different sector, termed as “liquid expectations.” The rise of “always – connected” customers and their liquid expectations, has led to a common misunderstanding that businesses must rush to adapt themselves as “digital first.”
https://customerthink.com/reshape-customer-experience-by-leveraging-digital-trends-and-design-thinking/
Cultivating a smart customer-first culture can be a challenge for business. With instant access to information, a growing array of new business models, and new emerging technologies, business leaders are under pressure to transform and meet consumers’ enhanced expectations.
From seeking to develop a deep understanding of what your customers want, to knowing exactly when they want it, help is on the way.
https://irishtechnews.ie/iot-connecting-the-dots-for-a-smarter-customer-experience/
t’s clear that customers are driving brands to transform, and many organisations are turning to technology to make necessary CX improvements. The answer to cultivating brand loyalty doesn’t lie solely in technology and, in the race to stay competitive, business leaders are losing touch with the very customers they are trying to serve.
The customer experience is at a breaking point and, in a sea of new technology, companies must find ways to maintain the human touch.
https://realbusiness.co.uk/sales-and-marketing/2018/03/22/the-breaking-point-keeping-the-human-in-customer-experience/
appos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker, now the Senior Director of Customer Loyalty, started representing the company at conferences years ago, he estimates only 10% of people had heard of Zappos. Now that number is around 99%, and the company has become a model of how to create a customer-obsessed culture. However, the road to Zappos’ success wasn’t without hiccups.
https://www.forbes.com/sites/blakemorgan/2018/03/28/stronger-and-smarter-a-look-back-at-customer-experience-with-zappos/#6530f99a39fb/
Panellists including T-Mobile, Chobani, Adobe, Hootsuite and Equinox Fitness predict the rise of new consumer identity management jobs as AI, mixed reality and voice technologies come to the fore.
https://www.cmo.com.au/article/635364/panel-how-emerging-technologies-reshaping-customer-experience-management/
