Starting today, General Motors will let you buy coffee, order take-out food or make dinner reservations with the tap of your car's touchscreen.
The service, called Marketplace, links drivers to popular vendors including Starbucks Corp., Dunkin’ Donuts Inc. and Applebee's. Using your established digital relationship with those brands, along with data collected from your car such as location or time of day, it can offer highly personalized experiences.
https://www.forbes.com/sites/joannmuller/2017/12/05/your-car-knows-how-you-like-your-coffee-and-can-take-your-order-on-the-dashboard/#183cf4cf7b88/
Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
https://www.entrepreneur.com/article/305876/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
It’s a universally acknowledged fact that technology has influenced every aspect of human life, specifically over the last few years.
This stands unambiguously true for travel industry. Remember the time when a "things‐to‐pack" list used to be very extensive ‐ camera, film rolls, Walkman, copies of important documents, maps, dictionary, etc. All these things can be carried in one tiny device called smartphone now!
https://www.phocuswire.com/Technology-and-customer-experience-analysis/
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/
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/
Why is customer experience such a hot topic and buzz phrase in the travel industry (and others)?
Answer: because in the age of the experience economy the quality of customer interactions at each stage of the path to purchase builds customer loyalty and advocacy. Both are closely aligned to profits.
The reality is, big data and technology have enabled brands to understand us better – often better than we understand ourselves (I sometimes joke that Google knows me better than my partner does).
https://www.hospitalitynet.org/opinion/4086016.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/
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/
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/
