eringilliam: customer-journey*

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  1. In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app or mobile site.

    With over 40% of online transactions and growing, mobile is eating the world day by day. When a customer sets out to learn and make a decision, the smartphone is the gateway to discovery.

    Smartphones, popular apps and on-demand services push consumer behaviors in new, disruptive directions. As a result, customers are introduced to direct and even unorthodox ways to discover relevant information, insights and desired outcomes.
    https://www.forbes.com/sites/briansolis/2018/07/11/mobile-is-eating-the-customer-journey/#70bc3efb76f6/
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  2. With the convergence of context, channels, content, and commerce; friction at different stages of the customer journey is considered the worst enemy of customer experience (CX). Regardless of the industry or area, your business operates in; this has resulted in an ongoing debate in experience economy on how to make great products and deliver exceptional services as it is an opportunity to create a lasting and meaningful experience for digital-savvy customers. So one of the items rising as a top priority of CX agenda is to provide a seamless and frictionless experience across all channels.
    http://customerthink.com/to-have-friction-or-not-to-have-friction-along-the-customer-journey/
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  3. Your brand is much more than your corporate identity or product name. It’s the very front line of your customer experience. Beyond that iconic logo and catchy tagline, your brand derives its power from the sum of those customer experiences: excitement, inspiration, and motivation in the moment drives more sales. While advertising and marketing seek to influence perception, User Experience is for the mother’s milk of a dynamic brand.
    https://dzone.com/articles/you-need-to-improve-your-user-experience-do-you-co-1/
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