While website personalisation is by no means a new concept, many sources such as McKinsey claim that ‘the exciting promise of personalisation is not here yet”. This is because there is still so much in terms of technology, data and analytics that we have yet to delve into. It has – however – becoming a very trending topic over the last few years seeing as how it is an item on just about every digital customer experience trends list this year. So we thought why not give you some tips on which website personalisation tools you might want to consider.
https://mopinion.com/website-personalisation-tools-that-increase-conversion/
The connected universe continues to evolve with the smartphone in its center. More than ever, consumer habits and telecom trends are in focus and poised to fuel the growth, with 5G on the horizon, and many Internet of Things (IoT) applications in development.
https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/global-mobile-consumer-survey-us-edition.html/
This week, I read an online comment that Customer Experience is a part of Customer Success.
Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience.
Each discipline has its own idea.
The Customer Experience vs. Customer Success debate has been an interesting one.
So, let’s back up a bit to dive into history and where we are.
https://www.m4comm.com/customer-experience-and-customer-success-converge/
Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
The category of customer experience has emerged from a basic expansion of CRM principles to a more tangible measurement of customer success. In the digital world, customers do not hesitate to let companies know how they feel about them, mostly when they have done something wrong. Now to transform your customer base from simply customers to advocates, companies are required to deliver a customer experience that is not just acceptable or good, but exceptional.
http://forbes.com/sites/sap/2020/01/03/3-necessary-soft-skills-for-customer-experience-success-in-2020/#3801836e3108/
By 2025, it is predicted that AI will power 95% of customer interactions. But what does this mean for the client experience industry?
AI technology will likely influence the client journey. While we have already seen iterations of AI in client experiences at work, like automated chatbots and content personalization, but there is still more to come. Read on to learn about three ways that AI will change the future of client experience.
http://learn.g2.com/ai-in-customer-experience/
If your company is looking to generate feedback through a customer satisfaction survey, you’re not alone. In fact, 84 percent of companies report that they actively seek regular input from their consumers, and 89 percent of companies compete directly with other businesses based on the customer experience alone. This data emphasizes the importance of an effective Voice of the Customer (VoC) program, but unfortunately, many organizations are not using VoC programs to their full potential. Far too many businesses collect the feedback then forget about it during the decision-making process, and all of that rich, relevant data about the consumer experience is wasted.
https://www.quicktapsurvey.com/blog/3+VoC+KPIs+You+Need/
Collecting and analysing in-app feedback can be very straightforward – provided that you have the right tools and methodology in place to do so. In a previous article, we outlined several reasons why collecting in-app feedback is important for the mobile user experience. The next step is to demonstrate how this feedback can be collected. There are three options to choose from when it comes to collecting feedback in-app – all of which offer their own advantages and drawbacks. These methods include: Webviews, SDKs and APIs.
https://mopinion.com/collect-in-app-feedback-webview-sdk-api/
If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer. This proves that the moment you put the customer at the core of your business, you’re already one step closer to success. And this is precisely why businesses are looking to customer feedback tools as a foundation for this success.
https://mopinion.com/30-best-customer-feedback-tools-an-overview/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
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