When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.
To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences they’re delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
http://www.cmo.com/opinion/articles/2016/3/29/the-real-value-in-voice-of-the-customer-the-customer-experience.html/
For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone.
https://whatsnext.nuance.com/customer-experience/voice-customer-experiences/
Technology is advancing with such acceleration that recent headlines seem almost unbelievable. Our bodies and faces are becoming our passwords. Amazon’s Alexa assistant has announced features in development that can understand human emotions, and a robot is being created to judge gymnastics in Tokyo’s 2020 Olympics. With so much investment and interest in driverless technology, it’s even possible the children of tomorrow may never need to learn to drive. From my perspective, here are a few ways brands can rise to the occasion of endless change.
https://www.forbes.com/sites/forbesagencycouncil/2018/05/14/digital-brand-building-tactics-for-an-ever-changing-world/#32824943550d/
What makes a great customer experience? In many ways, this might depend on what you (the customer) value the most in a brand. Personalised emails or speedy social replies, for example. Or perhaps superb digital content.
Overall, however, brands with a great CX tend to cover a multitude of bases – ensuring that customers are satisfied at each and every touchpoint. So, delving a little deeper (and away from the most obvious brands) here are just a few examples and the reasons why they excel.
https://www.econsultancy.com/blog/70005-nine-less-obvious-brands-offering-great-customer-experiences/
We’re embarking on an era where Voice of the Customer (VoC) programmes have the potential to become just that – voice led. Voice-controlled technologies are set to change the way customers and brands interact forever as Voice User Interface (VUIs) gain increasing traction. Iain Millar, Managing Partner, Innovation at Rufus Leonard - the Brand Experience Engineers that have helped clients embrace innovation for 29 years - advises chief customer officers (CCOs) seeking to enrich their customer experience through the medium of VUI. Addressing how to overcome the challenges thrown up by this new conversational world.
https://www.mycustomer.com/community/blogs/iain-millar/could-voice-uis-drive-voice-of-the-customer-data/
The opportunity for a distinctive business lies in offering optimal service and customer experience. Insight into customer feedback is necessary and KPI’s such as NPS, CES and CSAT make that possible. But how do you really implement the Voice of the Customer into your organization? We distinguish three levels in this article to give more insights into the deployment of VOC within your organization.
https://www.cys.group/en/blog/how-to-implement-the-voice-of-the-customer-into-your-organization/
To help marketers navigate the massive and expanding array of marketing technologies available to them, Chief Marketing Technologist Editor Scott Brinker recently released his annual Marketing Technology Landscape supergraphic, known as the ‘Martech 5000’.
https://www.iperceptions.com/blog/marketing-technology-landscape-2018/
According to Gartner CMO Spend Survey 2016-2017, customer experience is the top area of innovation being pursued by marketing leaders. Empowered with larger budgets and spend directed toward innovation efforts, marketing leaders look to analytics for proof that customer experience investments pay off. VoC analytics is often used alongside customer journey analytics in order to evaluate the customer experience across touchpoints and over time.
https://www.gartner.com/smarterwithgartner/use-voice-of-customer-data-to-improve-customer-experience-analytics/
Recently, Spotify, a global music content platform, introduced a new feature, Discover Weekly, as an intelligent playlist developer for its users. Based on a listener’s past history, preferences and the trends reflected by analysing data from music aficionados with similar tastes, the company implemented machine learning ‘best fit’ algorithms to provide its users with a delectable list of latest music that kept them glued to their headphones for hours.
This is one of the many instances where AI has transformed customer experience as we know it.
https://www.deccanchronicle.com/technology/in-other-news/070518/how-ai-and-data-science-are-reshaping-customer-experience.html/
