We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations and the quality of the experience that they actually receive. Improvement of customer experiences stalled from 2016 to 2017 in many markets. Despite talk, action and investment in VOC & CEM programmes, few companies are making any headway in responding to customers’ journey needs and experiences for customer have become ‘average’ at best.
http://customerthink.com/is-dark-data-the-key-to-closing-your-customer-experience-gap/
In the fashion world new styles are always popping up, supplanting the mainstays in a constantly evolving organic life cycle. To be successful in this environment, industry leaders need to consistently understand how customers are perceiving their ideas and then be able to act on this information. This same philosophy should be applied to brands hoping to improve their Customer Experience, because customer preferences are constantly shifting. The ability to stay up-to-date and produce a modern Customer Experience can be a differentiator for brands hoping to form lifetime relationships with the population they serve.
http://customerthink.com/the-importance-of-conveying-a-modern-customer-experience/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
http://customerthink.com/the-future-of-customer-experience-in-b2b/
For most consumers, buying a car is a long, complex process that involves a significant amount of research into different brands, models, and features, leading to a purchase driven by both emotion and logic.
Given the time and financial investment that goes into this, consumers want auto dealerships to deliver a highly personalized and pleasant customer experience.
http://www.dealermarketing.com/how-artificial-intelligence-is-helping-flip-the-script-in-automotive/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
http://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to take them on.
2017 was a year when the Customer Experience took center stage. In 2018, this will be taken up another notch as companies aim to one-up their competitors in the Customer Experience game.
With this in mind, here’s a look at 7 Customer Experience trends and predictions that will have a significant impact on how companies will do business in 2018.
https://customerthink.com/top-7-customer-experience-trends-and-predictions-for-2018/
I regularly meet executives who tell me their customer experience initiatives are not meeting their expectations, and when I look deeper I find some or a combination of the following:
http://customerthink.com/create-a-customer-experience-transformation-programme-that-delivers-results/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
“Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights? If not, it’s time to change it up, and reveal these gaps, if they exist — which are more than likely in any organization.
https://www.business2community.com/customer-experience/customers-experience-internal-collaboration-lack-01981762/
Internet of Things (IoT), the market for which will grow from $625.2 billion in 2015 to $1.29 trillion in 2020, has, helped drive this fundamental shift. It is this ability to connect brands directly with the end-customer that is making IoT one of the key agenda points in boardroom discussions.
http://www.financialexpress.com/industry/technology/internet-of-things-what-is-technology-all-about-find-out-here/1015206/
