Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact center technologies, and agent attrition. Fortunately, the opportunity for business leaders to address such challenges through cloud-based, AI-powered engagement is considerable.
https://markets.businessinsider.com/news/stocks/using-ai-powered-virtual-agents-to-optimize-the-customer-experience-of-your-contact-center-1027570822/
Today’s customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality.
Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change – which is the hallmark of a truly world-class programme.
How do you know if you’re one of those stuck in the rut – and how do you push past it?
https://www.mycustomer.com/experience/voice-of-the-customer/how-to-measure-your-cx-maturity-and-move-it-forwards/
Website Intercept Surveys are an ideal solution for many businesses. Not only do they have high response rates, but they are also effective in giving your business the necessary insights to improve website usability and customer satisfaction as well as achieve long-term goals such as customer retention. However, creating and employing website intercept surveys isn’t always a straightforward process. Some teams require a little extra guidance in constructing these surveys. That is why we’ve created this clear cut overview of the best website intercept survey templates to help get you started.
https://mopinion.com/the-best-website-intercept-survey-templates/
According to Adobe’s recent digital maturity survey, a majority of digitally mature companies are increasing their budgets in both personalisation and optimisation in order to stay competitive. Leading brands understand the best experiences are consistently personal.
Yet, many companies struggle to scale the delivery of personalised experiences across channels. To solve for these challenges, Adobe today announced new artificial intelligence (AI) innovations with Adobe Sensei, the company’s AI and machine learning technology, in Adobe Target and Adobe Experience Manager, part of Adobe Experience Cloud.
https://itbrief.co.nz/story/how-to-use-ai-to-optimise-customer-experiences/
As creatures of habit, established customers will come back to your business unless you give them a reason not to. 92% of consumers will stay loyal and increase their business with a company when their queries are handled quickly and effectively. However, bad communication and poor customer experience is overwhelmingly (81%) the cause of clients taking their business elsewhere. With over 60% of companies citing customer experience (CX) as the best tactic for increasing customer lifetime value and loyalty, seamless communication is the key to addressing clients’ needs.
https://www.uctoday.com/news/blog/bad-customer-experience-a-good-reason-to-jump-ship/
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost.
http://customerthink.com/how-to-measure-retail-customer-experience/
The customer experience (CX) drives success or failure in retail, but who should claim responsibility for something so important? In most organizations, it’s the marketing department, according to research from Gartner.
https://www.forbes.com/sites/steveolenski/2018/08/31/does-your-cmo-have-the-necessary-tools-to-perfect-the-customer-experience/#1894bd0a2e3f/
Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different.
In a world where a superior Customer Experience (CX) is now viewed as a key competitive advantage, leveraging VoC as part of your Customer Experience Management (CEM) efforts has never been more important.
Naturally, you must take a customer-centric approach to your CEM efforts, otherwise you run the risk of designing an experience that doesn’t meet their needs, and that places you behind the 8-ball compared to your peers. You need to better understand how your customers think – what makes them interact with your brand the way they do, and how they feel about the experiences you provide them.
These insights go a long way, but what exponentially increases the value of this customer feedback is how you leverage these insights as part of your CEM to build better experiences for your customers.
http://customerthink.com/the-true-value-of-voice-of-the-customer-in-customer-experience-management/
No two martech stacks are the same, but all martech stacks have the same core objective. Across industries and marketing channels, marketers seek to derive customer insights from data, with the aim of driving better business results. That’s why search engine optimization (SEO) is now playing a pivotal role across many CMOs marketing technology stacks.
Brands require a unifying data source that will link together their audience segments and their marketing activities, as a foundational layer for their martech stack. Organic search sits at the core of this ecosystem and acts, in multiple senses, as the true voice of the customer. As SEO is becoming voice-enabled, visual and vertical, the organic channel’s significance will only grow over the coming years. This makes it an invaluable element for any business that aims to improve their customer experience.
https://martechtoday.com/the-role-of-seo-in-the-martech-stack-the-voice-of-the-customer-223559/
When it comes to bolstering consumer relationships, loyalty is often the first phrase that comes to mind. The ultimate building block, however, lies in brand affinity, or the emotional connection consumers have towards their favorite brands. When properly leveraged, affinity can help deepen consumer engagement and inspire long-lasting loyalty.
Increasingly, the brands that best resonate with consumers are those that create exemplary experiences—prioritizing personalization, meaningful rewards and seamless interactions. In a crowded marketing landscape, these trends are essential in setting brands apart and igniting brand affinity. A recent survey of consumers around the brands they purchase from most frequently, honed in on what brand affinity looks like, the factors that strengthen consumer ties, and how others can create experiences that move the needle.
Here are three ways to build brand affinity:
https://www.chiefmarketer.com/3-ways-ignite-brand-affinity-build-loyalty/
