Tags: cx*

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  1. No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. With all the tools that are available to help brands engage with their customers -- from social media to artificial intelligence-based resources like product recommendations and chatbots -- there are more opportunities than ever to create powerful customer experiences that build loyalty and drive sales.

    But these tools aren’t going to use themselves, nor will a CX-focused culture spontaneously arise on its own. Brands need to make CX a priority at every level, from the first moment a consumer decides to explore their products online to the final step of the customer journey to the ongoing relationship that may last for years or even decades.
    https://www.forbes.com/sites/forbescommunicationscouncil/2018/12/11/why-customer-experience-has-never-been-more-vital/
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  2. In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
    https://mopinion.com/missed-our-webinar-with-selfridges-group/
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  3. Jamie Dickinson, retail sales director for UK and Ireland at Datalogic, reveals the four areas retailers should be focusing on in 2019 to improve customer experience.

    Barcode technology has played a vital role in retail for more than four decades. To create more personal, meaningful and seamless in-store experiences you need to harness data. However, before you can leverage it, you need to capture it.

    In the next 12 to 18 months, we believe there are four areas in which data capture technology will have the biggest impact.
    https://www.retail-week.com/retail-voice/four-ways-to-revolutionise-cx-with-data-capture-tech/7030182.article?authent=1/
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  4. Many customer experience (CX) transformations stall or fail because marketers can’t show how their efforts create value. Isn’t it about time we created a better way to quantify customer experience? asks Jean Belanger, CEO and co-founder of Cerebri AI.
    https://www.martechadvisor.com/articles/customer-experience-2/why-marketers-need-a-better-way-to-quantify-customer-experience/
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  5. Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
    https://marketplace.mopinion.com/products-category/customer-experience-cx/
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  6. The global network test and measurement market is a multi-billion dollar industry and plays a key role in the development of new products and technologies and drives ongoing improvements to mobile quality and customer experience. As the world becomes increasingly mobile, testing and measuring mobile network performance has taken centre-stage and the industry has come a long way since the old ways of manually ‘road-testing’.
    https://www.itproportal.com/features/measuring-the-mobile-user-experience-an-evolution-from-man-with-a-suitcase-to-mass-sourcing/
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  7. The terms ‘customer experience’ and ‘customer centric’ have been around for some time. These terms are now referred to in shorthand as CX. But now a new term is emerging: HX, the ‘human experience’.

    But what does this mean? Aren’t they the same thing? In commerce, customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. Basically, it’s the steps involved and how a customer experiences their buying and customer service journey with any organisation and its people — for good or for bad.
    https://www.smartcompany.com.au/marketing/sales/businesses-cx-hx-human-experience-customer-experience-outperform-market/
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  8. While digital performance is deemed critical, and successful digital strategies can have a meaningful impact on the business, there is a significant digital performance gap that exists today, impacting the customer experience, diminishing productivity and pushing out deadlines.
    https://www.itweb.co.za/content/mYZRXM9P1Zm7OgA8/
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  9. “We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
    https://mopinion.com/customer-success-story-de-bijenkorf/
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  10. 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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