When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is ‘creepy’ when it utilizes information they did not directly provide. In other circumstances, however, AI is seen as useful, particularly when it makes recommendations based on past interactions.
In a recent survey conducted by Interactions, we looked at how AI impacts the customer experience in order to better understand how companies can best apply this technology to their benefit. One takeaway from the research that was pretty clear: consumers prefer to interact with conversational AI. In fact, 79% of respondents said that one of the most useful capabilities of AI in providing a positive customer experience is the ability to use conversational words or phrases, as if they were talking to a human, rather than speaking “robot talk”. Additionally, 70% said they prefer interacting with a virtual assistant that has a human-like voice or personality as opposed to a computer-generated voice.
http://customerthink.com/3-revenue-driving-benefits-of-conversational-ai/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
Here are 3 tips to help ensure that your CS matches the promise of your CX:
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
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/
If your company is looking to generate feedback through a customer satisfaction survey, you’re not alone. In fact, 84 percent of companies report that they actively seek regular input from their consumers, and 89 percent of companies compete directly with other businesses based on the customer experience alone. This data emphasizes the importance of an effective Voice of the Customer (VoC) program, but unfortunately, many organizations are not using VoC programs to their full potential. Far too many businesses collect the feedback then forget about it during the decision-making process, and all of that rich, relevant data about the consumer experience is wasted.
https://www.quicktapsurvey.com/blog/3+VoC+KPIs+You+Need/
Here’s four ways bad customer reviews can negatively affect your ranking on the search engine results pages (SERPs), and likely, your sales as well..
https://www.business2community.com/seo/3-ways-bad-customer-reviews-can-crush-your-local-seo-and-sales-02071324/
According to an online eDigitalResearch survey, nearly one third of consumers research holidays solely online. The need for travel agencies, tour guides and hotel concierges is dwindling as more and more DIY (Do-It-Yourself) travellers emerge; travellers who are well-acquainted with booking online and therefore, have high demands for good service.
https://mopinion.com/3-ways-online-feedback-can-improve-travel-app/
Halloween is slowly creeping up on us. There’s that subtle hint of pumpkin spice lingering in the air, costumes filling up all of the party stores and of course, the most quintessential Halloween movie, Hocus Pocus has taken up the number one spot on Netflix. With all of this Halloween fever around us, we simply couldn’t resist adding a little Halloween ‘flair’ to our blog. So – in light of the holiday – we want to emphasize several ways online feedback can prevent your customers from having a ‘scary’ customer experience!
But before we begin, it’s important that you become acquainted with the most common ‘horrors’ (or irritations) that online customers often encounter; horrors that can tarnish the customer experience and ultimately (if not resolved), put these customers off to your brand...
https://mopinion.com/3-ways-online-feedback-can-prevent-a-scary-customer-experience/
According to a survey by Statista, nearly 2.62 billion people have active social media accounts worldwide today. The high tech industry has long understood that targeted ads and social media campaigns are powerful tools for driving brand awareness and sales. However, despite the fact that social media drives more traffic to a website than organic search, conversion rates are still extremely low. In fact, according to AdWeek, social media traffic has an average conversion rate of 0.71 percent, with organic search converting at 1.95 percent and email at 3.19 percent.
Some high tech companies are very successful in creating communities and developing a strong following on their social media accounts and this is definitely the first step to increasing conversion. But how do you use these communities to build customer loyalty, provide a better customer experience and increase sales conversion rates?
https://www.itproportal.com/features/3-ways-technology-brands-can-leverage-live-engagement-on-social-media/
Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed.
https://www.providesupport.com/blog/3-ways-to-collect-a-more-genuine-customer-feedback/
Collecting and analysing in-app feedback can be very straightforward – provided that you have the right tools and methodology in place to do so. In a previous article, we outlined several reasons why collecting in-app feedback is important for the mobile user experience. The next step is to demonstrate how this feedback can be collected. There are three options to choose from when it comes to collecting feedback in-app – all of which offer their own advantages and drawbacks. These methods include: Webviews, SDKs and APIs.
https://mopinion.com/collect-in-app-feedback-webview-sdk-api/
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