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  1. 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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  2. 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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  3. Businesses want to see improvement at the end of the year. Combine your skill with the best sales and marketing tools to help your business achieve its desired goals in 2020. Here is a list of effective marketing and sales tools that shall work as an extra pair of hands for you.
    https://www.salesmate.io/blog/best-marketing-and-sales-tools/
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  4. 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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  5. 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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  6. Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations.

    Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention.
    http://customerexperienceupdate.com/?open-article-id=12554010&article-title=the-ultimate-guide-to-the-voice-of-the-customer&blog-domain=reviewtrackers.com&blog-title=reviewtrackers/
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  7. One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need. So how should organizations go about instrumenting their operations to collect the right data?
    http://customerexperienceupdate.com/?open-article-id=12589814&article-title=six-types-of-experience-data--x-data-&blog-domain=wordpress.com&blog-title=experience-matters/
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  8. 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/
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  9. There is an entire world of customer success that has blown up in the past few years. These ideas have existed for a while, but not to the extent that they do now. The change has come from their increasing level of importance. In a world where software review sites are growing, products are becoming more accountable. The value of keeping customers happy has extended beyond signed contracts. Unhappy customers can give your service a negative review and spread the word, which can be detrimental. In order to make sure that customers are happy, you have to ask the right questions and keep track of the answers.
    http://business2community.com/customer-experience/5-ways-to-measure-customer-satisfaction-02272535/
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  10. There’s a reason why Yelp’s influence can make or break a restaurant in a matter of just a few reviews -- customer service is the be-all and end-all of good business. Customers are the backbone of every business and while acquiring them is difficult, retaining them can be even trickier.

    If a business is having to constantly find new customers, it’s going to struggle to create any long-lasting growth. Meanwhile, if another business can keep its customers happy, those customers will refer the business to new customers.
    http://entrepreneur.com/article/342677/
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Mopinion: The Leading Voice of customer Tool

Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.