Tags: customer-experience*

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  1. As consumers search from more places than ever before, it's vital that marketers deliver experiences that perform. Contributor Jim Yu shares tips on how to deliver a great experience at every search touch point.
    https://searchengineland.com/improving-the-customer-experience-means-getting-search-right-301800/
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  2. In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app or mobile site.

    With over 40% of online transactions and growing, mobile is eating the world day by day. When a customer sets out to learn and make a decision, the smartphone is the gateway to discovery.

    Smartphones, popular apps and on-demand services push consumer behaviors in new, disruptive directions. As a result, customers are introduced to direct and even unorthodox ways to discover relevant information, insights and desired outcomes.
    https://www.forbes.com/sites/briansolis/2018/07/11/mobile-is-eating-the-customer-journey/#70bc3efb76f6/
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  3. 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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  4. Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
    https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
    Tags: , , , by eringilliam (2018-06-28)
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  5. 95% of global business decision-makers face challenges when it comes to achieving a more successful digital strategy, including budget constraints, lack of visibility to manage the digital experience and legacy infrastructure.
    https://www.itweb.co.za/content/KBpdg7pPl4P7LEew/
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  6. 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/
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  7. Voice is the new, primary interaction for most modern devices. Smart speakers like Amazon Echo and Google Home allow you to interact entirely with voice commands. Even most smartphones include a virtual assistant option, affording you hands-free and voice-enabled controls.

    The shift to voice-controlled devices presents a new series of UX and design philosophies that require a general understanding of natural language and communication. It is comparable to how mobile touchscreens and touch interfaces transformed UX design. The difference, of course, is that voice interactions are much more hands-off.
    https://www.besttechie.com/the-new-ux-voice-ar-and-an-evolutionary-customer-experience/
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  8. Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.

    Customers are more demanding than before. That is why Customer Experience (CX) is critical for companies to differentiate themselves from competition, improve customer satisfaction, foster loyalty, reduce churn and ultimately, increase revenue.
    http://business.inquirer.net/252024/customer-experience-cx-biggest-driver-digital-transformation/
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  9. Thomas Russo, director of product management and marketing at Spirent, speaks about their new catalyst which helps operators detect and isolate the causes of customer experience issues saving tens of millions of dollars per year.
    https://www.vanillaplus.com/2018/06/06/39009-identify-user-experience-issues-customer/
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  10. Want to take a look behind the curtain of leading feedback analytics software Mopinion? We recently sat down with Mopinion co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their customer feedback truly meaningful.
    In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
    https://mopinion.com/making-customer-feedback-meaningful-interview-founders/
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Mopinion is a proud sponsor of User Experience News. The voice of the online user is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Experience Tools in order to collect experience from the user. Mopinion takes it one step further and offers a solution to analyse and visualise User Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing experience, it is about how to make sense of the data.