The Jamaican saying, 'Fire deh a muss muss tail, him think a cool breeze', aptly describes many local businesses that continue to mete out shoddy service to their customers, oblivious to the whirlwind of change nipping at their heels.
Globally, smart companies have recognised that the digital revolution, especially the rapid acceleration of online sales, requires that they counter with unprecedented customer-experience strategies and service excellence.
Regrettably, that realisation has yet to permeate our shores.
http://jamaica-gleaner.com/article/business/20171210/yaneek-page-lessons-my-worst-customer-experience-2017/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
With the acknowledgment of the business impact that great customer experience (CX) can have, marketing leaders, are tasked with not just creating winning customer experiences, but also with creating teams with the skills needed to perform in this experience-driven economy. Creating that new customer-centric mindset and culture needs a lot of training, learning, unlearning and reskilling across the marketing team and in fact across the organization as a whole.
http://martechadvisor.com/articles/customer-experience-2/top-customer-experience-cx-conferences/
In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
'Customer experience' (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.
https://www.econsultancy.com/blog/70149-the-future-of-customer-experience-trends-and-challenges-in-2018/
Customer experience has become an oft-repeated phrase in business circles. You would think that, by now, CX ratings would be through the roof. To be fair, some reports indicate there already have been huge gains in customer experience. But, you may be surprised to learn that CX overall is no longer on the rise. At least that’s the word from the ACSI and Forrester (News - Alert).
http://www.tmcnet.com/channels/call-center-management/articles/437516-customer-experience-movement-has-stalled.htm/
"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
