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/
Customer reviews are a huge factor in B2C buying. But can B2B peer reviews reach the same level of relevance? TrustRadius says yes – here’s how they’re doing it.
https://diginomica.com/2017/11/10/trustradius-on-how-to-make-peer-reviews-matter-for-b2b-buyers/
There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.
“AI is the new solution to better understanding the voice of the customer and while it does takes expertise, it doesn’t have to be overly complex or hard,” she told CMO during a recent interview.
https://www.cmo.com.au/article/630032/using-ai-enable-more-human-understanding-voice-customer-data/
Meltwater's David Hickey takes a look at the digital clues leading up to Sydney Trains' narrowly avoided strike - clues which may have offered a solution to dodging the crisis entirely.
With the rise of social platforms as a medium for public feedback over the last decade, the luxury of time to plan for a crisis has dropped significantly. Forget hours, a company usually has just seven minutes to acknowledge a rising issue.
https://mumbrella.com.au/can-learn-nsw-governments-sydney-trains-crisis-496105/
The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.
In this article, we will outline the various benefits of KPI dashboarding software as well as list the top software available for digital marketing managers.
https://mopinion.com/kpi-dashboarding-software-digital-marketing-managers/
Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience.
However, VoC data is always leveraged to analyze the experience after the experience has occurred. Also it is a dataset that is a small sample of the total population of visitors that visit your site. Therefore, the effectiveness of this rich, customer-centric dataset would be most valuable if leveraged to create individual experiences in real-time. Marketing is fuelled by data, but VoC data is oddly absent from the marketing technology ecosystem.
http://customerthink.com/why-voice-of-the-customer-data-is-your-most-important-marketing-asset/
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