The world has been an increasingly tumultuous place and while the digital economy has continued to prosper, there are signs that global geopolitical tensions could have meaningful spill-over into the digital economy.
https://econsultancy.com/how-the-growing-threat-of-digital-protectionism-could-affect-marketers/
With the exception of some types of customer research and testing that must be done on site or in person, CX and UX jobs can be performed completely remotely. We do not need to come into physical offices, neither to whiteboard — thanks to digital and cloud alternatives — nor to collaborate with co-workers located in the US, Croatia, India, South Africa, Brazil and around the world.
http://cmswire.com/digital-experience/what-2020-holds-for-ux-and-customer-experience/
Allow me to start with a quick summary of this article:
There's a 270% gap in conversions between desktop and mobile, because mobile websites suck and we’re all doing it wrong. (Now that I’ve gotten that out of the way, I’ll explain why and what needs to be done to fix this.)
At its essence, responsive design is supposed to make a cross-device world a more seamless experience by adapting your desktop design to a smaller mobile screen. Unfortunately, condensing all that desktop content into such a small screen has the exact opposite effect — it's actually causing huge loss in conversion rates. But how?
https://moz.com/blog/responsive-design-fix-conversions/
I recently took my car in for servicing and got it back the same day. But after less than an hour, the problem reappeared. I took the car back, and after some delay, the issue was resolved. While I was collecting the vehicle the service associate informed me I would be receiving a survey, and asked if I would kindly give him a 9 or 10. After sharing my story with friends, I realized that my experience was no exception, which prompted us to launch our own survey on the premium and luxury automotive segment. We found that the customer experience (CX) with most brands was poor, yet most of them were boasting about their high customer satisfaction rates. This inevitably led to the conclusion that CX measurement is flawed.
https://www.forbes.com/sites/forbesagencycouncil/2019/04/30/customer-experience-cx-programs-past-present-and-future/#103083671b26/
The Customer Experience (CX) is the preoccupation for most customer facing organisations. In an age where customer service is the definitive part of many retail offerings, CX is a key ingredient in retaining and growing the customer base. Because digital channels have become more and more important to many businesses, with their sales and services often of available online (for example banks, telecommunications companies, utilities etc.) it’s vital that the CX strategy recognises and caters for this too.
https://mopinion.com/the-difference-between-a-user-experience-and-a-full-customer-experience/
A lot of marketers get their CX mixed up with their UX. It’s an easy thing to do. Separating one discipline from another can seem confusing, but in reality it’s simple to define, and understanding the difference can have a massive impact on a business that wants to cater to customer needs more effectively.
https://mumbrella.com.au/how-does-ux-and-cx-work-525429/
While in attendance at Gartner's Identity & Access Management Summit last year, I sat in on a presentation by research director Tricia Phillips, who predicted that by 2022, digital businesses with great experiences during identity corroboration will earn 20% more revenue than comparable businesses with poor customer experience.
https://www.forbes.com/sites/forbestechcouncil/2018/03/20/dont-treat-your-customers-like-criminals-three-ways-companies-can-improve-customer-experience/#4bd21ecd4ee6/
Since digitization, prospective customers of a company or brand have better access to social media and online content and therefore good opinions from existing customers can sway their opinions and in turn affect sales. Today, customer experience has become imperative to scale business growth in a competitive economy. As of now, companies are heavily investing in technologies such as conversational chatbot, use of virtual reality in retail, machine learning to process customer feedback to tailor their strategies.
https://customer-experience-management.cioreview.com/news/the-driving-force-behind-customer-experience-nid-25775-cid-118.html/
Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
https://mopinion.com/alternatives-competitors-of-opinionlab/
You’ve probably heard the oft-repeated jargon “UX”, you may even know that it stands for “User Experience”– but do you understand what it really means?
https://www.bbntimes.com/en/technology/ux-is-the-answer-what-was-the-question-though/
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