A recent study by computer technology corporation Oracle showed that 8 in 10 companies are planning to adopt chatbots by 2020, and Chatbots Magazine claimed 2018 to be the ‘year of the chatbot’. With billions of eyeballs to compete over within these messaging interfaces, and NLP technologies having advanced over the last two years, potentially the chatbot phenomenon will come to fruition in 2018.
So how do brands get chatbots right? Can chatbots truly relay the nuances of human conversations? Can they be broad enough, yet detailed enough, to provide an experience that surpasses traditional interfaces and becomes a customer’s first port of call?
https://www.itproportal.com/features/how-chatbots-are-redefining-customer-experiences/
In today’s competitive e-commerce environment, personalizing the customer experience is the number one priority: To drive conversion, the right message needs to be sent to the right person at the right time. How do you accomplish that? Increasingly, AI is emerging as the best way to offer a truly one-to-one experience to customers. A Gartner study notes that “by 2020, 85% of customer interactions will be managed without a human” and that by 2040, “more than 40% of all data analytics projects will relate to an aspect of customer experience.” So what does that look like?
https://www.forbes.com/sites/forbesagencycouncil/2018/07/16/use-ai-to-create-a-more-personalized-profitable-customer-experience/#5ee760fe5f3a/
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/
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/
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/
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/
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/
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/
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/
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/
