eringilliam: cx*

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  1. By now, you’ve heard about the importance of both UX (user experience) and CX (customer experience) when it comes to a company’s survival. While that’s true, a lot is still unclear about which is actually more important to prioritize.

    The answer? Both.

    UX is reflective on the usability of a company’s website, whereas CX focuses on customer interactions and meeting overall expectations. The UX of an airline company, for example, would relate to the usability of the mobile app interface and website: how easy it is to purchase flight tickets, access flight information, download a boarding pass, etc.
    https://www.martechadvisor.com/articles/ux-and-cro/cx-vs-ux-is-one-more-important-than-the-other/
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  2. Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.

    Customers are more demanding than before. That is why Customer Experience (CX) is critical for companies to differentiate themselves from competition, improve customer satisfaction, foster loyalty, reduce churn and ultimately, increase revenue.
    http://business.inquirer.net/252024/customer-experience-cx-biggest-driver-digital-transformation/
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  3. For decades technology has been focused on the user experience. After all, if the average user can’t understand how to interact with the features of a device or an app, that device or app is destined to be an abject failure. Yet, in recent years, the UX community has undergone a revolutionary shift: Instead of focusing on users, most UX professionals focus on customers.

    The difference between user experience (UX) and customer experience (CX) is a subtle one, but it is one that is incredibly important to the field of design. For those interested in pursuing user experience design degrees, this is the history of the transition from UX to CX and what means for the future of design.
    https://customerthink.com/how-ux-became-cx-the-rise-of-customer-focused-design/
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  4. 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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  5. User experience (or UX) is a term developers use to describe how your customers interact with your software.

    I’m sure you’ve used a website or an app before and been bamboozled or frustrated – this is an example of bad UX. Conversely, as well as simply delivering functionality to your users, good UX will go that extra step to make your software a delight to use.
    https://www.cio.co.nz/article/641348/user-experience-just-pretty-fluff/
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  6. Keeping up with technology is a priority for grocers, with omnichannel initiatives leading the way.
    According to Progressive Grocer’s 85th annual industry survey, nearly three-fourths of respondents plan to increase their tech spending in 2018.

    Technology has jumped to the third most pressing concern for grocers, trailing only labor issues and competitive threats. Last year, grocers ranked technology ninth on Progressive Grocer’s annual survey.
    http://customerthink.com/grocers-are-connecting-omnichannel-excellence-to-better-cx/
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  7. Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
    https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
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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.