Depending on their goals a customer has from using your digital channels, they may choose different paths to reach them. Equally, one customer may use a different path than another to reach the desired goal.
Therefore, to facilitate the holy grail of the digital customer experience you need a lot more than just some general online feedback or survey tools.
https://mopinion.com/digital-customer-experience-capturing-the-right-customer-insights/
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/
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/
Digital customer experience practitioners have a lot on their minds between data, governance, qualified leads, omnichannel experiences and more. With these thoughts come a fair share of challenges. Just look at these customer experience industry numbers that illustrate some of those challenges like resources. What's on the mind of DX practitioners? We caught up with some of them at the recent third annual CMSWire DX Summit in Chicago.
https://www.cmswire.com/digital-experience/dx-practitioners-on-user-experience-global-execution-challenges/
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/
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/
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/
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/
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/
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/
