Collecting and analysing feedback is one thing, but bringing it to a profitable conclusion by taking action is what makes the whole feedback process worthwhile. We refer to this last step as ‘closing the feedback loop’. This is a key concept in managing the online customer experience, which is why it’s important that this step is not overlooked. It’s also imperative that this step is carried out as efficiently and effectively as possible. To do this, close collaboration is often required. The question is, what does this collaboration look like?
https://blog.azendoo.com/the-power-of-collaboration-in-closing-the-feedback-loop/
According to the most recent projections, the digital giants Facebook and Google are expected to have scooped up half of global digital advertisement revenues in 2017.
What these giants are dealing in, is the exposure and collection of information.
They filter and expose information to the user while they browse sites for friends, articles, political content, or more tangible consumer products covering everything from hygiene products to lawnmowers.
http://sciencenordic.com/price-digital-citizenship-and-forfeit-autonomy/
Earlier this year, 60,000 technology experts from 170 countries descended on Lisbon, Portugal, to take part in Web Summit, the world’s largest tech conference. As part of Web Summit, I attended MoneyConf, an insurtech and fintech conference, where the world’s leading insurance companies, banks, tech firms and disruptive startups met.
https://www.forbes.com/sites/forbestechcouncil/2018/01/18/the-problem-with-insurance-is-bad-user-experience-insurtech-leaders-agree/#77416b1f2392/
Having excellent customer service is a crucial part of trying to build and nurture lasting relationships with customers. Many companies focus on providing efficient communication channels in this regard while overlooking one critical aspect: psychology.
There are times when customers have experiences that are either beyond your control or leave with no other choice but to apologize and try to make amends. A sound understanding of psychological triggers can go a long way in enabling you to iron out those tricky situations and make good customer experiences even better.
Below is a discussion of 10 psychological triggers, the science behind them, and how you can leverage them to provide the best experiences for your customers through a live chat.
https://usabilitygeek.com/psychology-behind-successful-live-chat/
It’s 2020 and the world has completely turned on its head. Businesses have found themselves scrambling to adapt to the new regulations, searching for creative ways to maintain the same levels of efficiency with a remote workforce. This movement is so large scale, in fact, that Time magazine is calling it, ‘the world’s largest work from home project’. And what’s more, this way of working is likely here to stay for some time, even after the crisis is over.
https://mopinion.com/rise-of-saas-increasingly-remote-workforce/
Are businesses willing to place UX design in a leadership role?
That depends on our ability as UX design leaders to clearly articulate the impact design has on business. In order for UX leaders to succeed in this environment we must first come to terms with the fact that design is not the center of the corporate universe. This is why it’s integral to educate the C-suite on it’s importance in order to ensure that UX and design are recognized as key pillars of business success and overall strategy. So, how do we do this?
We can gain a seat at the table if we are willing to peel off layers of UX-jargon and design-speak in order to clearly communicate the problems we solve for the business using the language of the organization. Here are some key approaches that will help UX design leaders get involved in the business conversation and earn a seat at the table.
https://www.userzoom.com/selling-ux-internally/rise-of-user-experience-leadership-business-embraces-ux-design/
Imagine someone is looking over your shoulder as you read this article. Would that change how you experience these words?
Governments around the world keep asking for an “encryption back door,” and it’s leading to extensive investigations of tech companies. Yet consumers are becoming more and more concerned over third parties monitoring and controlling their personal data.
http://observer.com/2019/12/best-ux-secrets-controlling-data/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
Read more here...
https://mopinion.com/state-of-customer-experience-cx/https://mopinion.com/state-of-customer-experience-cx/
When 2017 is almost over it’s time to look ahead and predict how the digital experience will evolve over the next 12 months.
In this article, I’ll overview the most significant changes in the digital world which we saw during 2017 and the trends we should be aware of to stay ahead of the curve in design and development in 2018.
https://uxplanet.org/the-state-of-ux-for-2018-4b2ea908c837/
There is tension in every sector of ecommerce between the friction-free, one-click-style purchase experience and the important requirements of fraud prevention. This is particularly exacerbated in the travel industry.
https://www.tnooz.com/article/the-tension-between-fraud-prevention-and-user-experience-in-the-travel-industry/
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