eringilliam: omnichannel*

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  1. UX design and testing continue to evolve with the emergence of new technologies that enable new types of experiences. Mobile and web apps changed the conversation from UI to UX. Now, UX involves much more than graphical UIs and app performance. Organizations must deliver omnichannel experiences that contemplate voice interfaces, virtual elements and more.

    “We’re just scratching the surface of UX design as a discipline. It’s not UX/UI. UX is a much broader discipline than UI,” said Jason Wong, research VP at Gartner. “UI looks at how the user interacts with a given application. UX includes user research, content, performance and back-end so you need a team to help execute that.”
    https://sdtimes.com/softwaredev/ux-design-it-takes-a-village/
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  2. Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
    https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
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  3. Technology occupies a majority of our time nowadays, and while we are integrating more and more devices into our daily lives, companies are working toward providing a seamless experience to their customers through their multiple devices.

    Customer behavior is now driving initiatives of marketing, sales and technology. While some companies are focusing on a desktop, mobile or Apple Watch experience, a true omnichannel strategy looks toward a holistic approach to this problem. Instead of focusing on multichannel growth, one should focus on providing a seamless experience in-store or online. The focus should be on bridging the gap between the real-life experience and the online experience.
    https://www.forbes.com/sites/forbestechcouncil/2018/10/29/how-to-implement-an-omnichannel-business-strategy/
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  4. In today’s digital economy, users expect companies to offer a cohesive omnichannel brand experience where every interaction is seamless, instant and personalized. This goes beyond just delivering the right content at the right time. It relies on the technical infrastructure to be able to connect personal data and touch points, building a unified customer experience from the ground up.
    https://www.forbes.com/sites/forbestechcouncil/2018/10/15/headless-commerce-how-you-can-use-it-to-deliver-outstanding-customer-experience/#12167d9e4c61/
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  5. Companies like Nike have realized that they’re no longer just making and marketing products; they’re really in the business of crafting user experiences.

    As Dan Maccarone, CEO and co-founder of product design firm Charming Robot, puts it, “The experience is the brand.”

    In an omnichannel world, the user experience starts long before customers put their hands on the product or download the app. It encompasses everything from advertising and website design to social media, retail displays, packaging, the Muzak that’s playing as shoppers enter the store, the help they receive from a salesperson or a chatbot and the subject line on the emailed receipt.
    https://www.adweek.com/digital/are-you-user-experienced/
    Tags: , , , by eringilliam (2018-08-31)
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  6. The terms ‘customer experience’ and ‘customer centric’ have been around for some time. These terms are now referred to in shorthand as CX. But now a new term is emerging: HX, the ‘human experience’.

    But what does this mean? Aren’t they the same thing? In commerce, customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. Basically, it’s the steps involved and how a customer experiences their buying and customer service journey with any organisation and its people — for good or for bad.
    https://www.smartcompany.com.au/marketing/sales/businesses-cx-hx-human-experience-customer-experience-outperform-market/
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  7. “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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  8. Mobile, and increasingly apps, are core to the success of any retailer's strategy through all stages of the path to purchase or shopping customer's experience, from initial research through to completing their purchase.

    Year on year, app store trends have seen sustained a growth in shopping apps. This has created awareness amongst retailers that a mobile presence is imperative, however, what can marketers do to ensure that the mobile consumer acquired stays loyal to the channel?

    Here are top 5 key areas to always consider:
    http://www.bizcommunity.com/Article/196/822/179701.html/
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  9. In today’s omni-channel world, consumers shop using multiple devices, touchpoints, and channels, ultimately choosing their own preferred path to purchase.

    A typical digital journey today could start with a consumer researching a purchase on their smartphone, then continuing later on a laptop or tablet. They might visit your site after engaging with your search ad and ask your chatbot some initial questions. They might call your business a few days later after getting one of your emails and finalize their purchase in person at your closest brick-and-mortar location.
    https://www.business2community.com/customer-experience/4-ways-marketers-use-voice-analytics-to-create-frictionless-customer-experiences-02088381/
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  10. In financial services, the term, “omnichannel,” is too often limited to the perspective of the retail experience. Does the consumer see a consistent experience every time they use a bank or retailers various channels – online, in person or on a mobile app.

    However, omnichannel in payments extends beyond a consistent user experience. True payments omnichannel also requires the backend process to be streamlined so that every payment option used is processed, protected and reconciled in the same fashion. It should not matter whether the payment is made via a mobile device or an EMV-enabled chip, payments providers are wasting time and money by patching together disparate solutions to handle every different payment source.

    In order to provide a streamlined approach to payments, payments processors need to start from the ground up. Here are three key areas to focus on when building an omnichannel approach to payments:
    http://paymentsjournal.com/creating-an-omnichannel-payments-experience-from-start-to-finish/
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