eringilliam: customer-experience*

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  1. Improving the customer experience (CX) is on the priority list of just about every organisation globally these days.

    Yet it feels like little genuine progress has been made. It is still too difficult to discover new products on the web, find merchandise information and even purchase goods online, especially if companies were truly as customer-centric as many claim to be.

    Why is this? Why are brands struggling to improve the customer-facing parts of their businesses – and what can marketers do to help?
    https://econsultancy.com/what-is-ideal-customer-experience-why-elusive-for-brands/
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  2. Customer experience is all about personalization today. In fact, both marketers and consumers agree on this in overwhelming figures; 96% of marketers polled know how important personalization is in forging strong relationships between customers, and 81% of consumers have a strong expectation that their preferred brands know who they are.

    Of course, establishing high levels of personalization isn’t necessarily an easy task to accomplish. Such a task requires not just robust datasets but a suite of strong tools. UX design is often one of the best tools to accomplish this task, but even so, there are plenty of ways that even the savviest and most talented UX designer can go astray. That’s why we’ve gathered some of the best UX hacks to better provide personalization options for your customers.
    https://www.business2community.com/customer-experience/ux-hacks-for-better-customer-personalization-02154768/
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  3. "People have increasingly higher expectations and demands for better shopping experiences. While we just finished the holiday season when purchasing is at its highest, customers pay attention to their experiences and make buying decisions based on their satisfaction all year round. A key factor in customer experience includes easy access to products and services leveraging mobile apps. The following statistics emphasize my point:"
    http://customerthink.com/why-mobile-is-a-key-factor-in-winning-customer-experience-infographic/
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  4. Today, startups that build tools for businesses looking to automate their customer service experience and operations are being acquired by global companies.

    Though they may have the necessary automation tools that may be required during the digital journey, they may not necessarily have the experience to accelerate the digital transformation itself.

    User/Customer Experience (CX) is the most important element in the journey of digital transformation that every organisation should be striving to improve.
    https://yourstory.com/2018/12/uxcx-important-journey-towards-digital-transformation/
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  5. And…that’s a wrap for 2018! We are thrilled to report that we’ve published nearly 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role. Here’s our top 10 Hottest Blog Posts of 2018...
    https://mopinion.com/top-10-most-popular-mopinion-blog-posts-of-2018/
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  6. Of my heroes for their ability to tell an amazing story, Walter Isaacson, author of biographies on Albert Einstein, Benjamin Franklin, Steve Jobs, and others easily makes the list. I just finished a listen of his book, The Innovators, and in comparison with his other works, it does not disappoint.

    In some ways this book was a contrast from his other biographical works because it highlights the fact that the digital revolution wasn’t brought on by one single person or innovation. It instead was a continuous process of building and improving on the ideas and innovations of others and also required collaborations between individuals with a variety of strengths and abilities.
    http://customerthink.com/customer-experience-insights-from-the-innovators/
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  7. In the traditional customer service setup, there were customer service personnel taking calls and responding to customer queries on emails. Unfortunately, they would suffer from burnout. They were forced to repeat the same instructions, cool down angry customers, and had to work for long hours. Fortunately, chatbot application development has revolutionized things. These software-based tools are now taking center stage in most company interactions with their customers. Here are ways chatbots are redefining customer experiences.
    http://customerthink.com/how-chatbots-are-redefining-customer-experiences/
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  8. No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. With all the tools that are available to help brands engage with their customers -- from social media to artificial intelligence-based resources like product recommendations and chatbots -- there are more opportunities than ever to create powerful customer experiences that build loyalty and drive sales.

    But these tools aren’t going to use themselves, nor will a CX-focused culture spontaneously arise on its own. Brands need to make CX a priority at every level, from the first moment a consumer decides to explore their products online to the final step of the customer journey to the ongoing relationship that may last for years or even decades.
    https://www.forbes.com/sites/forbescommunicationscouncil/2018/12/11/why-customer-experience-has-never-been-more-vital/
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  9. These days, customer experience -- more than perhaps any other aspect of a business -- can make or break a company. Businesses are starting to realize that customer experience is often the deciding factor for many looking to buy a product or sign up for a service. With the rise of social media allowing customer experiences to be shared almost instantaneously at the global level, a customer’s experience is often the first thing a potential consumer might see.
    https://www.forbes.com/sites/forbescommunicationscouncil/2018/12/04/how-to-build-a-brand-14-effective-strategies-to-improve-customer-experience/#151c48c92bd2/
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  10. Artificial intelligence (AI) is gradually shifting from the science fiction arena toward the domain of digital marketing. IT companies are not the only businesses interested in AI, but along with API technology, it attracts the attention of businesses from a variety of industries.

    The experts in data processing and analysis use a whole set of terms to define AI and its related technologies such as machine learning, deep learning and cognitive computation. All of these share the same strategic task; to evolve from rule-based, programmed systems to flexible mechanisms capable of decision making and self-adapting to fast-paced business realities.
    https://channels.theinnovationenterprise.com/articles/how-ai-and-api-are-revolutionizing-marketing-and-the-customer-experience/
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Mopinion is a proud sponsor of User Experience News. The voice of the online user is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Experience Tools in order to collect experience from the user. Mopinion takes it one step further and offers a solution to analyse and visualise User Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing experience, it is about how to make sense of the data.