A lot of customer experience pundits are talking about AI.
They say it is ushering in a new age, a Customer Experience 3.0. OK.
As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
So that is exactly what they did. Then we discussed how these solutions change or do not change the game. We put them into context, trying to understand how big a deal they really are.
http://customerthink.com/five-ai-driven-customer-experience-solutions-a-survey-of-the-market/
Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
Customer experience could be proudly named one of the buzz-words of 2018. With high certainty, it is going to stay here. Whether you’re working in business-to-consumer (B2C) or business-to-business (B2B) company, you should start paying attention to the way you create customer experience immediately, if you haven’t done so yet.
At least 80% of B2B buyers now expect the same buying experience as B2C customers. After all, the business people you’re dealing with at work are the same who are ordering goods from Amazon in their free time. B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalog, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
https://lumoa.me/blog/b2b-customer-experience/
"Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do."
http://customerthink.com/playing-the-customer-experience-game-to-win-interview-with-nienke-bloem/
Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points.
Maybe you are missing something?
http://customerthink.com/mine-or-mind-the-gap/
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.
Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
Today, we’re sharing how you can leverage VOC data to improve customer service.
https://www.business2community.com/customer-experience/use-voice-of-customer-voc-data-to-improve-customer-service-02156948/
In this blog, Corinium Intelligence discusses how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization?
https://www.coriniumintelligence.com/insights/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
While businesses across industries and verticals are making efforts to improve their overall customer experience (CX), the term “customer experience” is often misinterpreted or vaguely understood. The SmarterCX team hit the streets to find out just how many people are or are not familiar with the term “CX” — so if you think you’re the only one who’s not 100% sure, this may put your mind at ease.
https://smartercx.com/cx-101-what-is-customer-experience-anyway/
And…that’s a wrap for 2018! We are thrilled to report that we’ve published nearly 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role. Here’s our top 10 Hottest Blog Posts of 2018
https://mopinion.com/top-10-most-popular-mopinion-blog-posts-of-2018/
Fashion is an industry built on firsts. It’s not about now, it’s about what’s next. True fashion innovators don’t just stay ahead of the next trend, they set the next trend. Through a combination of intuition, instinct, acumen and creative flair, they keep ahead of the curve — predicting the “next big thing” in fashion and dictating it to consumers before they know what they need or want. But, when it comes to selling those signature styles to the masses — smart retailers know success requires meeting the right customer with the right products at the right time. Selling fashion isn’t simply a transactional experience, it’s a relationship. Building brand loyalty hinges on having a strong connection with the consumer, understanding their needs and meeting them where they are.
https://wwd.com/business-news/technology/think-tank-retail-technology-ultimate-customer-experience-1202941792/
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