The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
As the internet continues to shatter traditional business models, customer-centric initiatives become more important to businesses. The C-suite is bursting with new positions and officers to accommodate these; the chief customer officer role is one of the newest.
https://searchcrm.techtarget.com/answer/How-does-the-chief-customer-officer-role-benefit-CX/
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/
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/
By using event detection to listen to patterns in data, and then applying Artificial Intelligence, your business can now sense these moments of needs as they are happening
Customer experience or ‘CX’ as it is popularly referred to is one of the most important verticals that businesses need to address in order to thrive. And tanks to artificial intelligence and data, CX can be achieved via the use of these technologies in an improved and efficient manner. From artificial intelligence to IoT, Don Schuerman, CTO and VP Product Marketing, Pegasystems, states 7 ways in which technology will aid customer engagement.
https://www.dqindia.com/artificial-intelligence-technology-improved-customer-engagement-cx-2019/
As 2018 fades to a close, Retail Customer Experience reached out to industry watchers, customer experience experts and those in the know—in the trenches of customer experience technology, advancements and innovation—and asked them to share what they expect to come into play in 2019.
Here's what they had to say:
https://www.retailcustomerexperience.com/articles/experts-share-2019-retail-customer-experience-predictions/
The latest trend in today’s data-centric world is machine learning and artificial intelligence, and AI is looking like the go-to technology and buzz for 2019. In fact, Gartner recently released a Smarter With Gartner report that identifies AI as one of their top 10 strategic technology trends for 2019. And a McKinsey Global Institute economic model estimates that about 70 percent of companies will adopt at least one type of AI by 2030.
Given the projection of AI, it’s worth noting that the possibilities and potential for AI-driven applications to enhance Customer Experience (CX) seem endless — from chatbots and personal assistants to text & sentiment analytics that can turn customer feedback into a roadmap for CX improvement. If, however, you’re thinking about jumping on board as soon as possible, think again.
http://customerthink.com/five-prerequisites-for-adopting-ai-to-improve-cx/
Every consumer is unique, each with their own sets of needs and expectations. With every interaction with your brand, consumers will have many different options for how they can go about taking the next step in their customer journey. Not to mention, these options will also often depend on how well – or how poorly – their last brand interaction went.
For a Customer Experience professional, it can be very valuable to be able to pinpoint what types of experiences lead to specific paths along the customer journey, especially costly ones. These insights can guide them to make more customer-centric decisions when trying to design positive experiences that will better lead consumers down more desirable paths.
Collecting the “Next Steps” metric as part of a CX program can help you do this.
http://customerthink.com/cx-metrics-series-next-steps/
With a string of big names disappearing from the high street, requiring rescue or teetering on the brink, we need to ask, if retail’s battle cry is truly ‘adapt or die’, why have so many chosen the latter in 2018? And as the year draws to a close, which trends will drive the former in 2019?
https://www.thedrum.com/opinion/2018/12/06/retail-marketing-why-will-the-customer-cross-the-road-2019/
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