Today, customer-centric strategies have taken a critical role in the success of a business and undoubtedly only those who create exceptional customer experience stand out in the crowd. This is because, more than ever before, companies are struggling to satisfy the rising demands which is getting more intricate with the growing tech-savvy, millennial generation.
https://www.business2community.com/customer-experience/customer-experience-will-future-brand-differentiation-02025703/
Personalization is an essential part of the customer journey – most marketers agree – and it’s absolutely critical that brands deliver a true one-to-one experience to customers. However, they might not be achieving these outcomes yet because they are struggling with personalization. In that same report, 84 percent of senior marketers say the potential of CX personalization has not yet been fully realized, and as such, there is still a lot of work to be done in this area.
https://customerthink.com/the-key-to-solving-cxs-greatest-mystery-personalization/
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/
The global ecommerce opportunity is huge and it only looks set to grow further over the next decade. In fact, Statista projects that $4.6 trillion will be spent online by 2020.
Tapping into this opportunity requires much more than just content translation, however. A sophisticated blend of technology, people, and process is needed if brands truly want to engage with their audience on a global scale.
https://www.clickz.com/creating-global-digital-experiences-local-audiences/212503/
With the EU’s General Data Protection Regulation (GDPR) going into effect this May, companies are scrambling to make any remaining changes needed to meet its guidelines. The regulation, which aims to strengthen and unify data protection regulation within the EU, gives customers control over their personal data and applies to any company that holds or processes personal data of individuals residing within the EU. Failure to comply with GDPR could cost companies up to €20M or 4 percent of annual global turnover.
To avoid steep GDPR fines, many companies are installing new processes and technologies with the hope that such tools will help them revamp the way they handle customer data. In fact, recent research shows that organizations are allocating millions of dollars on technology for GDPR. Still, confusion remains regarding which technologies to implement to ensure compliance, and many companies view the looming regulation deadline purely as a cost avoidance problem.
https://customerthink.com/the-gdpr-opportunity-getting-customer-experience-right/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
An increasing focus on customer experience and new technologies will transform the retail industry and the way consumers shop in the future as retailers spend more time and effort to increase customer dwell time within stores.
Advances in smart device technology have allowed consumers to literally buy what they see: anywhere and at any time. Simple, real–time image capture analysis makes everything ‘shoppable’ from any source.
https://www.smh.com.au/business/investments/retailers-to-offer-more-customer-experience-20180301-p4z29z.html/
With soaring customer expectations and rapidly evolving business needs, there is growing need to shift strategies and replace outdated infrastructure with new technology to drive specific business outcomes. Yet, turning wishes into achievable goals requires more than buying a new customer experience solution and hoping for the best. You need a plan built with a clear vision, proven best practices and guidance to successfully optimize and gain value from your new technology.
http://blog.genesys.com/guide-customer-experience-success-prescriptive-use-cases/
The survey from Econsultancy, which polled 13,000 marketing, creative and technology professionals on behalf of technology firm Adobe, found almost half (45%) of organisations rank customer experience as one of their three top priorities.
The research also discovered great customer experiences is not just the responsibility of marketing teams. Organizations implementing a cross-functional approach to customer-led initiatives are almost twice as likely to exceed their business goals.
Here, three experts give their best practice tips for great experiences in a digital age.
https://diginomica.com/2018/02/28/great-content-means-great-customer-experiences-some-expert-tips/
Whether it’s contact by phone, email, internet self-service, web chat, social media, chatbot or video, our latest digital customer study reveals what consumers around the world want from the organisations they deal with.
The 2017 research, which we did late last year in partnership with Cisco, explores consumer behaviour across 10 countries. It reveals a major shift in how people want to talk with organisations.
http://www.irishnews.com/business/2018/02/27/news/chat-tap-talk-key-trends-to-transform-your-firm-s-digital-customer-experience-1262229/
