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/
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/
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/
With e-commerce growing almost four times faster than in-store retail and set to account for half of all sales made by 2021, retailers must deliver a personalised, seamless and accessible experience, or customers will migrate to another brand. As customer expectations are changing, your customer experience (CX) has to evolve alongside those changes.
http://financialexpress.com/brandwagon/writers-alley/how-e-commerce-sites-need-to-keep-elevating-customer-experience/1800578/
Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now – customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels.
So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in 2020.
http://martechseries.com/mts-insights/guest-authors/six-trends-transforming-customer-experience-2020/
The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
“Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue),” the Hotjar survey states. The leaders focus on current customers, rather than obsessing about potential ones. They allocate a regular amount of time every week to make calls, meet for coffee or find out about the support issues of their customers. They follow the Golden Rule of customer experience: “Treat customers how you would like to be treated.”
https://www.cmswire.com/customer-experience/customer-experience-trends-for-2019/
