This week, I read an online comment that Customer Experience is a part of Customer Success.
Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience.
Each discipline has its own idea.
The Customer Experience vs. Customer Success debate has been an interesting one.
So, let’s back up a bit to dive into history and where we are.
https://www.m4comm.com/customer-experience-and-customer-success-converge/
You’ve probably heard the conventional wisdom that teams should be aligned around a common goal. But while it’s important to have a shared business objective, the idea that everyone needs to have the same goal is selling your engineering team short.
https://sdtimes.com/developers/high-performing-engineering-teams-disagreement-healthy/
As the year draws to a close, Return asks its senior team to reflect on 2017 and offer predictions for 2018. Topics raised include programmatic and shoppable video, voice search, and shifts in online search and targeting...
http://www.thedrum.com/opinion/2017/12/20/the-future-digital-marketing-predictions-2018/
Instant gratification is here to stay—at least in the customer experience world. Thanks to technological advances, most consumers now expect brands to be available at a moment’s notice. Smartphones, social media, mobile apps, and more have helped create a culture of hyper-connectivity and immediacy, making it critical for companies to provide fast and seamless customer experiences.
http://www.1to1media.com/customer-engagement/redefining-real-time-customer-experience/
A common phrase we repeatedly hear from our clients. And of course they do – to some extent. For most client web projects, we regularly recommend implementing a Voice of the Customer (VoC) program to take “knowing your customers” to a deeper level and use it to drive better business results.
https://ten7.com/blog/post/improve-user-experience-voice-customer-research/
It all started with a new Christmas decoration my wife had set her heart on. She’d been back and forth wondering if she should buy it. Last weekend, we found ourselves back in the store, where she eventually decided it would be ideal for a space on the hallway table.
https://www.cmswire.com/customer-experience/let-the-customer-experience-drive-your-technology-design/
Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold mine of data! This information is what you’re supposed to be using to chisel away what the customer don’t want and deliver the best quality product or service. What you may think is an excellent addition to your product or service may be an annoyance to the customer, and the VoC helps you identify that – forcing you to look at things from the customers’ perspective.
http://www.customerguru.in/4-simple-steps-to-make-the-most-of-the-voice-of-the-customer-voc/
In many conferences in 2017, the buzz has all been around the customer experience, customer journeys or customer engagement. These topics come up in almost every presentation in a banking, hospitality, marketing or retail conference. However, there was little linkage between these “buzz” topics with loyalty nor branding. There is a correlation between the customer experience and how that impacts loyalty and an organisation’s brand. How does a brand inspire loyalty and how does the customer experience elevate a brand?
http://www.marketing-interactive.com/features/synchronizing-loyalty-customer-experience-and-branding/
Organizations are increasingly realizing that for GRC to be truly pervasive, the processes and tools that support it need to be as simple and intuitive as possible. It’s already happening with new generations of GRC software that are more personalized, responsive, and intuitive than ever. It’s happening with cloud-based GRC deployments that are faster and more efficient. Developers and partners are collaborating to build more GRC apps that can cover the whole gamut of requirements, ranging from IT risk management, to third-party management, and even regulatory change management. All of it brings us closer to achieving the vision of pervasive GRC.
http://www.cxotoday.com/story/governance-risk-and-compliance-trends-and-predictions/
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains.
http://customerthink.com/value-chain-solution-to-voc-roi/
