Today it's obvious that a company needs an effective website; in fact, it's hard to remember when websites were not accepted practice. A similar trend is in its early stages -- every company will need a branded digital assistant that communicates in human language. The company's digital assistant will be available through multiple channels such as mobile phones, and via the commercial personal assistants (e.g., Alexa "skills").
https://searchcio.techtarget.com/news/252455545/Delivering-first-class-digital-user-experience-a-big-CIO-goal-in-2019/
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/
Brand and user experiences are one and the same. This is accepted among young tech companies but often forgotten by older enterprise organizations that rely upon face-to-face interactions for most of their business. Specialized micro apps are transforming the in-person experience for both customers and employees. These streamlined tools allow staff members to execute tasks faster and more effectively, keeping pace with the brand expectations built by the digital realm.
https://www.adweek.com/digital/how-brands-are-using-micro-apps-to-stay-relevant/
The last two years have seen varied quality in the digital experiences offered by traditional incumbent mortgage brokers and the new breed of digital-first challengers. Leaving aside for now the wider questions around robo- and AI-driven advice, these new challengers have generally made it easier for user to input and source information in clean user experiences.
The question of why so many incumbent brokers are falling behind, and how they can catch up without having a deep budget is a compelling one.
A common theme when speaking with challenger companies is how they have fully embraced modern user experience design processes. These are new ways of working that any organisation can adopt with little financial cost if an agile mindset is embraced.
https://www.mortgagestrategy.co.uk/comment-auditing-your-digital-user-experience/
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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