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/
The ‘digital’ is the easy part to understand. ‘Experience’ is every interaction a customer has with your company. How do they experience your brand? And ‘Management’ is how you monitor and keep track of everything so you know what messages to send and how to interact with your customers.
https://www.forbes.com/sites/danielnewman/2019/01/22/the-ins-and-outs-of-digital-experience-management/
Predicting the future can be risky, but there’s a list of hot topics being discussed in the digital industry right now, which can turn nice-to-have technologies and tools into something meaningful and valuable for the user’s experience.
Here’s a list of eight of the most important UX design trends for the year ahead.
https://www.thedrum.com/news/2019/01/29/top-ux-design-trends-digital-well-being-and-biometrics/
Artificial intelligence (AI) is an unstoppable force. As noted by Martech Today, AI is already "here and now," and three-quarters (registration required) of companies that are using AI see improved revenue. The technology continues to make significant advances in both predictive capability and intelligent decision making — organizations are excited about the prospect of merging AI with existing people and processes to boost overall business outcomes.
What AI enthusiasts don’t want to talk about? The immovable objective to its unstoppable force: employee experience.
https://www.forbes.com/sites/forbestechcouncil/2018/07/16/what-ai-enthusiasts-dont-want-to-talk-about/#522b823a3bba/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
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