Tags: cx*

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  1. By now, you’ve heard about the importance of both UX (user experience) and CX (customer experience) when it comes to a company’s survival. While that’s true, a lot is still unclear about which is actually more important to prioritize.

    The answer? Both.

    UX is reflective on the usability of a company’s website, whereas CX focuses on customer interactions and meeting overall expectations. The UX of an airline company, for example, would relate to the usability of the mobile app interface and website: how easy it is to purchase flight tickets, access flight information, download a boarding pass, etc.
    https://www.martechadvisor.com/articles/ux-and-cro/cx-vs-ux-is-one-more-important-than-the-other/
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  2. 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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  3. For decades technology has been focused on the user experience. After all, if the average user can’t understand how to interact with the features of a device or an app, that device or app is destined to be an abject failure. Yet, in recent years, the UX community has undergone a revolutionary shift: Instead of focusing on users, most UX professionals focus on customers.

    The difference between user experience (UX) and customer experience (CX) is a subtle one, but it is one that is incredibly important to the field of design. For those interested in pursuing user experience design degrees, this is the history of the transition from UX to CX and what means for the future of design.
    https://customerthink.com/how-ux-became-cx-the-rise-of-customer-focused-design/
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  4. With the convergence of context, channels, content, and commerce; friction at different stages of the customer journey is considered the worst enemy of customer experience (CX). Regardless of the industry or area, your business operates in; this has resulted in an ongoing debate in experience economy on how to make great products and deliver exceptional services as it is an opportunity to create a lasting and meaningful experience for digital-savvy customers. So one of the items rising as a top priority of CX agenda is to provide a seamless and frictionless experience across all channels.
    http://customerthink.com/to-have-friction-or-not-to-have-friction-along-the-customer-journey/
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  5. User experience (or UX) is a term developers use to describe how your customers interact with your software.

    I’m sure you’ve used a website or an app before and been bamboozled or frustrated – this is an example of bad UX. Conversely, as well as simply delivering functionality to your users, good UX will go that extra step to make your software a delight to use.
    https://www.cio.co.nz/article/641348/user-experience-just-pretty-fluff/
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  6. 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/
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  7. 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/
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  8. 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/
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  9. 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/
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  10. 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/
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