Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
“Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights? If not, it’s time to change it up, and reveal these gaps, if they exist — which are more than likely in any organization.
https://www.business2community.com/customer-experience/customers-experience-internal-collaboration-lack-01981762/
Internet of Things (IoT), the market for which will grow from $625.2 billion in 2015 to $1.29 trillion in 2020, has, helped drive this fundamental shift. It is this ability to connect brands directly with the end-customer that is making IoT one of the key agenda points in boardroom discussions.
http://www.financialexpress.com/industry/technology/internet-of-things-what-is-technology-all-about-find-out-here/1015206/
As marketers chase efficiencies through programmatic media and marketing automation, how far does the industry need to go to reverse the nosedive in attention being paid to marketing messages...
http://www.campaignasia.com/article/are-we-representing-the-voice-of-the-customer-or-just-stalking-them/442027/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Being a CMO used to be straightforward, with a laser focus on branding, advertising and lead generation. Enterprise functions outside of marketing "ownership" were not a problem, as the CMO didn't report the financials, wasn't responsible for deploying technology, didn't have to approve all hires and really didn't "own" the sale in many cases.
https://www.marketingdive.com/news/why-cross-collaboration-is-critical-to-the-modern-cmos-success/513762/
A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?
https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/
To remain competitive within the contact centre industry, companies need to do more to ensure better-than-exceptional customer engagements, and the best way to measure and quantify these is to deploy customer experience analytics solutions.
https://www.itweb.co.za/content/lLn147m5DAE7J6Aa/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!..
https://www.business2community.com/customer-experience/are-you-there-company-its-me-your-customer-01970530/
Designing a VoC program can be daunting. Where do you begin?
If you're new to designing and implementing a VoC program, you're probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more
http://www.cx-journey.com/2014/10/listen-to-learn-listen-to-earn.html/
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