In today’s digital economy, users expect companies to offer a cohesive omnichannel brand experience where every interaction is seamless, instant and personalized. This goes beyond just delivering the right content at the right time. It relies on the technical infrastructure to be able to connect personal data and touch points, building a unified customer experience from the ground up.
https://www.forbes.com/sites/forbestechcouncil/2018/10/15/headless-commerce-how-you-can-use-it-to-deliver-outstanding-customer-experience/#12167d9e4c61/
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/
A recent study by computer technology corporation Oracle showed that 8 in 10 companies are planning to adopt chatbots by 2020, and Chatbots Magazine claimed 2018 to be the ‘year of the chatbot’. With billions of eyeballs to compete over within these messaging interfaces, and NLP technologies having advanced over the last two years, potentially the chatbot phenomenon will come to fruition in 2018.
So how do brands get chatbots right? Can chatbots truly relay the nuances of human conversations? Can they be broad enough, yet detailed enough, to provide an experience that surpasses traditional interfaces and becomes a customer’s first port of call?
https://www.itproportal.com/features/how-chatbots-are-redefining-customer-experiences/
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/
We live in strange times. While companies are at their wit’s end trying to devise inventive social media strategies to mop up more followers and thereby, more customers, a few months ago, to everyone’s surprise, and probably, amusement, the picture of an egg became the most liked post on Instagram. What made the picture of a plain egg so popular? Social media pundits have no answer for this and probably never will. But what we can certainly infer from this is that economists were right when they proposed a new school of thought called ‘attention economics’ in which they defined human attention as a scarce commodity. In the internet era, where a person is presented with a multitude of choices at every step, as a business, if you’re not giving them a long-lasting experience, you’re simply going to fade into obscurity.
https://www.entrepreneur.com/article/331658/
"We've asked some of the industry's most knowledgable boffins to break down industry jargon to help you through those confusing meetings and indecipherable conferences. This week, Yell's Nigel Roberts explains the difference between UX and CX."
https://mumbrella.com.au/how-does-ux-and-cx-work-525429/
In recent years a new role has emerged in a growing number of businesses: that of the chief e(X)perience officer (CXO). Their main responsibility? To create customer-centric strategies which help companies to deliver an exceptional customer experience.
https://realbusiness.co.uk/hr-and-management/2018/08/29/hiring-chief-experience-officer-what-they-do/
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/
Thomas Russo, director of product management and marketing at Spirent, speaks about their new catalyst which helps operators detect and isolate the causes of customer experience issues saving tens of millions of dollars per year.
https://www.vanillaplus.com/2018/06/06/39009-identify-user-experience-issues-customer/
As consumers search from more places than ever before, it's vital that marketers deliver experiences that perform. Contributor Jim Yu shares tips on how to deliver a great experience at every search touch point.
https://searchengineland.com/improving-the-customer-experience-means-getting-search-right-301800/
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