Digital Experiences need to be powered by technology. But what is the right technology for you? How can you prioritize the technology investments for the ultimate customer experience? And what do the new, immersive technologies mean to marketers that want to build 360degree brand experiences? Mark Troester, Vice President of Strategy at Progress, the leading provider of application development and digital experience technologies, tells us more in this edition of MarTech Musings.
https://www.martechadvisor.com/articles/customer-experience-2/from-digital-experiences-to-adaptive-experiences/
When computer networking hit its first big wave of innovation in the 90’s, spurred by the internet age, it was the definition of school-age cool: mysterious, and infinitely complex. The internet and networks connected people like never before. Over the next few decades, as innovation exploded in other areas like cloud computing and mobile, networking innovation sort of stagnated.
https://www.forbes.com/sites/riverbed/2018/10/23/beyond-cool-unlocking-new-possibilities-for-the-users-digital-experience-by-reimagining-the-network/
Retail CIOs are building an omnichannel network to reach their customers in multiple ways. The looming challenge remains the unparalleled speed of changing dynamics, driven primarily by a savvier and demanding new generation of shoppers. With this, CIOs in the retail industry today are facing a 'do or die' situation with building and introducing novel digital experiences for customers.
Although online sales for retailers are growing exponentially, there is still very strong interest in shopping at brick and mortar stores. However, the dynamics have grown to a complex juxtaposition — where apart from being able to securely shop online from their favorite retailer, the customer also wants to have the ability to walk into a store location and have an ultra-rich digital experience that establishes an intimate relationship.
https://www.retailcustomerexperience.com/blogs/personalization-reforms-the-retail-industry-maximizing-in-store-digital-experiences/
New research on customer satisfaction with web user experiences makes a strong case for keeping your website up to date. A survey of 1,013 US-based respondents between the ages of 18-60 reveals 81% think less of a brand if its website is not updated.
https://www.searchenginejournal.com/81-of-people-think-less-of-a-business-if-its-website-is-outdated/290283/
The benefits of cloud computing are clear. Companies recognize that investing in on-premises technology is no longer a cost effective and nimble way to adapt to the changing needs of users. A better, more flexible and highly scalable strategy is to use a platform in the cloud to build applications that work across digital devices and can better address customer demands in real time.
http://knowledge.wharton.upenn.edu/article/cloud-platforms-can-enhance-digital-experiences/
The new age definition of doing good business is how engaging and gratifying is the user experience. User experience basically means creating a connection between the machine and its user. Better the connection, better the experience. This week, we interviewed Mr. Ravi Teja, CEO, Robosoft, an organization that believes that technology exists to simplify lives ….and businesses.
https://wire19.com/interview-with-ravi-teja-ceo-robosoft/
User journey and customer journey are the buzzwords in the IT industry, given the need for redesigning applications for a better user/customer experience. When it comes to selecting or prioritizing software applications for redesigning, from amongst multiple applications that provide similar critical business functionalities, user experience is often the deciding parameter. Most organizations are trying to redesign user experience and end-customer experience of their existing IT applications. In the last two decades, many financial institutions have also revamped and reinvented their existing software applications to meet enhanced business processes, but sadly, little attention is given to improve customer or user experience. The software industry was weighed in more on delivering functional competence than on executing design principles.
https://www.finextra.com/blogposting/16822/redesigning-user-and-customer-interfaces-for-seamless-digital-experience-and-journey/
Within the digital realm, faster is almost always synonymous with better. Whether its an internet browser boasting faster loading speeds or a new mobile app that offers a quicker way to order food, when it comes to our digital experiences we want our goals completed as soon as possible.
In the UX world, this holds true often enough. Designers dedicate so much of the SDLC to streamlining user flows or simplifying processes, usually with the intent of making things easier, friendlier, and faster.
So while most designers know there are exceptions to the ‘faster = better UX’ rule (the benefits of injecting friction to an experience are well-documented), fewer grasp the role that speed, and more fundamentally, time, plays in an experience.
In fact, timing is so crucial to UX design that the usability gurus at NNG have crafted an entire ‘powers of ten’-based system for it.
So how can you ensure an experience you are crafting has user-friendly timing? How do you know if a digital product is responding too slow (or, more intriguingly, too fast?) And how can you design experiences while keeping timing in mind?
Find out more.
https://usabilitygeek.com/start-designing-with-perfect-timing/
The user experience (UX) is all-important in the modern business sphere. The experience your target audience has from the moment they click on your website to (ideally) making a purchase creates impressions. Your website should guide users smoothly along the buyer journey. It should engage with them through meaningful interactions. If your website falls short of expectations, you will lose them to your competitors.
One of the best ways to decrease your bounce rate and boost conversions is to avoid these six common UX mistakes.
Learn about them here:
https://usabilitygeek.com/most-common-ux-mistakes/
Having excellent customer service is a crucial part of trying to build and nurture lasting relationships with customers. Many companies focus on providing efficient communication channels in this regard while overlooking one critical aspect: psychology.
There are times when customers have experiences that are either beyond your control or leave with no other choice but to apologize and try to make amends. A sound understanding of psychological triggers can go a long way in enabling you to iron out those tricky situations and make good customer experiences even better.
Below is a discussion of 10 psychological triggers, the science behind them, and how you can leverage them to provide the best experiences for your customers through a live chat.
https://usabilitygeek.com/psychology-behind-successful-live-chat/
