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/
The term omnichannel has become a marketing axiom currently; however, mastering this strategy it is becoming a matter of concern for the marketing executives in the travel and hospitality industry.
It has become the trend for customers to reach out to several touchpoints for inspiration, price comparisons and customer reviews before finally choosing between different services.
The mission for travel brands, therefore is to satisfy the need for consistency of content available across all channels. At the same time, Netflix, Amazon and others have pushed forward the level expectations.
https://www.phocuswire.com/Travelers-brands-omnichannel-experience/
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/
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/
“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/
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/
"So how do you design experiences that enable users to complete tasks whenever, wherever? This is where omnichannel user experience takes center stage. Omnichannel UX not only allows users to connect to brands across multiple channels, it also enables them to act on their product or service triggers and makes each interaction more intuitive and effortless.
Today’s post looks at what we really mean by omnichannel UX, why your brand needs it and how you can design an omnichannel experience that puts users at the center of your design with Justinmind."
https://www.justinmind.com/blog/how-to-design-an-omnichannel-user-experience/
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/
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/
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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