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/
Most people can name a negative experience they've had with a brand, and along with it usually comes a declaration of why they will never return to that company. According to the ACSI's latest Retail Report, shoppers are often unhappy with the customer service they receive, referring to it as "lackluster" and "underwhelming."
http://retailcustomerexperience.com/blogs/how-retailers-can-give-consumers-the-personal-care-they-expect/
Forrester predicts that this year alone, 20% of brands will give up on customer experience strategies and resort to price reduction to drive sales. An even more alarming amount of those surveyed, 89%, reported return on investment for customer experience isn't well established in their companies.
As retailers, you know customer experience is the name of the game. So where does CX need to go from here to be successful enough to avoid a price drop?
http://retailcustomerexperience.com/blogs/why-strategic-cx-initiatives-win-out-over-price-reduction-every-time/
Data Analytics is fundamental to enhancing the customer experience. Market research reveals, “90% of business managers think analytics is capable of boosting sales by more than 20%.”
Data evaluation allows a business to analyze what they did right and how can they further improve and where to focus more. Without analytics, a marketer can only hope for the best to happen.
http://dqindia.com/data-analytics-essential-enhancing-customer-experience/
If you’re a WestJet customer, you may have gotten flight info, baggage allowances and even information on how to fly with your wedding dress from the Canadian airline’s digital agent. She responds in less than one second to the most frequently asked questions. With Juliet, WestJet is now solving 74% of all customer service queries via Facebook Messenger without needing any human intervention.
http://phocuswire.com/netomi-airline-outlook-artificial-intelligence/
To help you meet shopper expectations this holiday season (and the next!), we’ve gathered a few tips that will ensure the delivery of a winning digital customer experience as well as keep your customers coming back to you year after year. Curious what they are?
http://mopinion.com/tips-digital-customer-experience-this-holiday-season/
Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now – customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels.
So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in 2020.
http://martechseries.com/mts-insights/guest-authors/six-trends-transforming-customer-experience-2020/
With e-commerce growing almost four times faster than in-store retail and set to account for half of all sales made by 2021, retailers must deliver a personalised, seamless and accessible experience, or customers will migrate to another brand. As customer expectations are changing, your customer experience (CX) has to evolve alongside those changes.
http://financialexpress.com/brandwagon/writers-alley/how-e-commerce-sites-need-to-keep-elevating-customer-experience/1800578/
It’s their service, the experience you go through and how they treat you. Customer experience is more officially known as the sentiment associated with a company’s ability to provide positive experiences to their customers. Services range from one-on-one interactions where a support agent resolves a customer issue, to exchanges with the brand on a more public scale.
You can think of it as the product of an interaction between an organization and a customer over the duration of their relationship. And it’s a critical component of today’s marketing mix.
http://business2community.com/customer-experience/is-customer-experience-driving-your-2020-marketing-focus-02269889/
It’s almost time to ring in the new year! But before we do, Mopinion would like to take a moment and reflect on this past year’s most popular blog posts. In well over 100 blog posts, we’ve covered everything from user feedback and user experience tips to listening to the Voice of the Customer and other important digital trends grabbing hold of the market. So which ones were your favourites?
http://mopinion.com/hottest-mopinion-blog-posts-of-2019/
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