Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.
Her observations are in accordance with the first half of this six-part series which also pointed out that MarCom-focus for customer-centric marketing is extremely short-sighted in what’s needed by your company. It short-changes marketing’s impact.
http://customerthink.com/marketings-role-in-employee-customer-experience-journeys/
We’re embarking on an era where Voice of the Customer (VoC) programmes have the potential to become just that – voice led. Voice-controlled technologies are set to change the way customers and brands interact forever as Voice User Interface (VUIs) gain increasing traction. Iain Millar, Managing Partner, Innovation at Rufus Leonard - the Brand Experience Engineers that have helped clients embrace innovation for 29 years - advises chief customer officers (CCOs) seeking to enrich their customer experience through the medium of VUI. Addressing how to overcome the challenges thrown up by this new conversational world.
https://www.mycustomer.com/community/blogs/iain-millar/could-voice-uis-drive-voice-of-the-customer-data/
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