The role of digital marketing for customer experience, in particular, has become key with online and bricks-and-mortar retailers alike. The digital approach is helping them implement new strategic technologies to win new and retain existing customers.
https://techfinancials.co.za/2018/08/20/high-speed-connectivity-at-the-forefront-of-the-retail-tech-evolution/
Providing great customer service is a challenge for many businesses today.
Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support.
So, I asked 14 customer service and customer experience experts this question:
What's the biggest customer service challenges today's companies are facing and how can they overcome it?
Here's what they said...
http://blog.sagecrm.com/detail.php?id=27782/14-experts-on-the-biggest-customer-service-challenges-faced-by-businesses-today/
In the past month, the pillars of the digital transformation has been discussed —shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, Every organization needs to fully understand the meaning of each pillar. There is no pillar that is more important than the next. Just like in a building, you need all the pillars to stand tall. So, let’s first get a deeper understanding into how experiences drive the digital transformation.
https://www.forbes.com/sites/danielnewman/2018/06/19/3-keys-to-driving-customer-experience-into-your-digital-transformation/#5c1703fd4318/
Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.
Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
https://www.itweb.co.za/content/G98YdqLxVLXqX2PD/
Advanced customer experience (CX) technologies are proliferating in the private sector, connecting customers with companies via a number of channels — phone, email, live chat, and even social media — quickly and easily. That’s why by 2020, experience will overtake price as a key differentiator for consumers. It’s also why citizens today expect increasingly transparent and responsive services from the public sector.
Direct government-to-citizen (G2C) experiences are paramount in shaping perceptions of and building trust in public-sector agencies. Every level of government can take steps to improve G2C interactions by updating their citizen experience philosophy and adopting modern technology. One powerful example that has already proven to improve customer experience in the private sector is a live chat platform where citizens can connect with government agents directly via their website or mobile app.
https://www.govtech.com/opinion/Get-Ready-for-Customer-Experience-Technology-Contributed.html/
A new study from UserTesting should sober up email marketers, and just about anyone involved with the customer experience.
Of 1,600 professionals surveyed, 85% say their customer experience needs improvement.
Worse, 44% have never heard of the term digital transformation -- a key part of improving customer engagement -- if you believe the report. And digital transformation ranks near the bottom of present and future trends.
The study shows that 34% in the process of undergoing a digital transformation. Another 28% don’t know what that is, and 16% are simply not doing it. Only 22% say they are done.
https://www.mediapost.com/publications/article/333834/most-firms-say-their-customer-experience-needs-a-b.html/
If there was an award for Buzzword of the Year, Digital Transformation would obliterate the competition. It may be overused, but digital transformation is a very real strategy that is changing the customer experience for retailers.
Simply put, achieving digital transformation allows retailers to combine the physical and digital customer experience into one seamless occurrence. According to a Walker study, 85% of buyers will pay more for a better customer experience. By 2020, customer experience will overtake price and product as key brand differentiators. This stat alone should be enough to have retailers doubling down on their digital strategies. However, implementing digital change is something that many retailers struggle with, mainly because a lot of companies don’t know where to begin.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-does-your-customer-experience-stack-up/
The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
Customer Experience is the crux of any business’s functioning. With the advent of technology, there are many new solutions to the age-old problems that are being easily resolved. Customer experience might have its importance in every industry on a varying level, but for luxury and travel brands, it is always the top priority.
http://martechseries.com/mts-insights/guest-authors/5-travel-and-luxury-brands-that-use-technology-for-customer-experience/
Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.
https://go.451research.com/download-2020-customer-experience-commerce-preview-report.html?&utm_campaign=2020_preview&utm_source=trending_topics&utm_medium=website&utm_content=marketing_content&utm_term=2020_trends/
