eringilliam: cx*

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  1. “We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
    https://mopinion.com/customer-success-story-de-bijenkorf/
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  2. Insightful guest post by AB Tasty about the power of Website Testing and Personalisation and how these two contribute to achieving an increased Customer Experience and therefore, increased Conversion Rates.
    https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
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  3. User experience (UX) design is the process of building relationships between products and prospects or customers through a digital or physical experience that involves engineering, marketing, graphical, industrial and interface designs. UEGroup CEO Tony Fernandes in an interview with CMSWire called UX design an “interactive brand experience that takes the place of establishing credibility and connection in the way that logos and taglines did in the past.”
    https://www.cmswire.com/customer-experience/what-is-user-experience-ux-design/
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  4. Customer experience (CX) is a broad term which can cover many areas: Acquisition, content, conversion, and, of course, ongoing customer service.

    Through all of these areas, though, there are some guiding principles which marketers can use as they seek to improve CX using digital channels.

    To find out what guidelines marketers are currently using for CX improvement initiatives, Econsultancy, in association with Epsilon, invited dozens of client-side marketers in Shanghai to discuss the future of customer experience. Through moderated roundtable discussions, a number of themes emerged which are summarized below.
    https://www.econsultancy.com/blog/70208-the-digital-customer-experience-must-be-holistic-data-led-without-compromising-privacy/
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  5. 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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  6. Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
    https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
    Tags: , , , by eringilliam (2018-06-28)
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  7. "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/
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  8. 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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  9. 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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  10. 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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