tjeerdtraats: customer-experience*

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  1. Many businesses today are tasked with a common issue, making a connection with Gen Z. This new generation of consumers is unique to other age groups as they have been born into the era of technology and the 24/7 economy. In 2020, Gen Z will make up 40 percent of U.S. consumers, so many businesses need to be prepared to capitalise on this rising market segment. After all, they currently have the buying power of $143 billion.
    http://uctoday.com/contact-centre/the-answer-to-connecting-with-gen-z-the-power-of-voice/
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  2. Responding quickly is a critical business driver. This requires data centers live on the edge to deliver real-time data for an enhanced customer experience.

    Consumers expect instantaneous information and services from the companies they interact with. IDC estimates that the average person will interact with connected devices approximately 4,800 times a day by 2025, and while these interactions yield valuable user information that enable companies to personalize their customer service, the amount of data creates major challenges for data centers.
    http://rtinsights.com/edge-computing-critical-for-enhanced-customer-experience/
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  3. Customer experience (CX) efforts remain inconsistent in many organizations, but there are signs of greater commitment and execution for 2020, according to Gartner, Inc. Gartner’s 2019 Customer Experience Management Survey revealed that more than two-thirds of CX leaders expect budget increases in 2020.
    http://martechseries.com/sales-marketing/customer-experience-management/74-percent-of-customer-experience-leaders-expect-cx-budgets-rise-2020/
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  4. Most businesses believe that they are “customer-centric.” Most customers disagree. This is the “CX Perception Gap” or the “Delivery Gap” – whereby companies think that they are focussing on their customers, but customers just aren’t feeling it.

    Having an awareness of this discrepancy can only serve to improve CX as it shows that the standard CX trends and tactics don’t do much to impress customers.
    http://customerthink.com/bridging-the-cx-perception-gap/
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  5. A digital identity, the web equivalent of real identity, is experiencing widespread adoption for identification and authentication in sharing economies.

    The possibility of having a verified virtual identity has opened up a plethora of opportunities for smooth online transactions anywhere in the world. Having access to personal credentials online streamlines business workflows and makes it convenient for customers to make purchases, transfer funds or sign up for government e-services in a matter of seconds.
    https://customerthink.com/digital-identity-woes-3-ways-to-balance-customer-experience-and-safety/
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  6. Though 80% of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our report ‘The Good, The Bot and The Customer Experience’ found there is a significant disconnect between what customers expect and what brands think they are delivering.

    In fact, a whopping 91% of UK consumers say they have been left feeling frustrated by the customer service they receive, with top grievances including being left on hold too long and needing to repeat their issue multiple times.
    https://www.marketingtechnews.net/news/2020/jan/13/why-despite-hype-ai-could-be-failing-your-customer-strategy/
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  7. B2C businesses have historically had to factor in customer experience, otherwise they most likely fail. In the B2B world the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product because B2B customers increasingly demand a great customer experience.
    http://forbes.com/sites/sap/2020/01/10/learn-how-to-obtain-a-superior-b2b-customer-experience-with-these-valuable-insights/#431607e17777/
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  8. Each year, HGS publishes a list of top customer experience (CX) trends—an on-the-ground forecast of what consumers are demanding in terms of their customer service experiences, and what brands have to deliver in order to stay competitive in the new year. HGS is honored to build this list in partnership with an elite group of industry thought leaders for this year's predictions.
    http://prnewswire.com/news-releases/customer-experience-cx-trends-with-business-impact-for-2020-300984440.html/
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  9. It’s a new decade and while digital CX continues to maintain its status as a key differentiator, technologies are advancing at an ever brisker pace and organisations are becoming more proactive in their CX efforts.

    From the adoption of an agile approach and a narrowed focus on customer transparency and data compliance to the rise of hyper-personalisation, here are the top Digital Customer Experience (CX) trends to look out for in 2020.
    https://mopinion.com/digital-customer-experience-cx-trends-2020/
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  10. Among the technology trends shaping 2019 and beyond, the adaptation of artificial intelligence (AI) to shape and propel the Customer Experience (CX) is among the most momentous. AI technologies, including machine learning (ML), natural-language understanding, and natural-language processing are proving transformative in acquiring, analyzing, and responding to customer feelings and feedback. In my experience, the scalability, speed and accuracy of AI is outperforming expectations and illuminating a forward path to even greater progress.
    http://straighttalk.hcltech.com/how-ai-customer-experience-enriches-customers-and-employees/
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