With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
The true value of IoT lies in its ability to revolutionize user experiences, whether that is in your home, in the office, within your car or even as you walk down a sidewalk. Embedded sensors are generating the data that is powering a new revolution for business and their consumers — the power of customer experiences, or CX. As various industries face commoditization on a grander scale than ever before, CX has become the prime differentiator in driving differentiation and consumer purchases. Modern businesses must reprioritize around CX to optimize on costs and provide better user experiences, ultimately driving customer and brand loyalty.
http://internetofthingsagenda.techtarget.com/blog/IoT-Agenda/How-AI-is-transforming-customer-experiences-and-the-role-of-APIs/
IoT (Internet of Things) famously defined as the digitization of people, objects and environment to empower innovation, foster visibility and improves the quality of decision making. In layman terms, IOT refers to connecting multiple devices to expand the reach ability and usability of such devices to interact with high volumes of data.
https://telecom.economictimes.indiatimes.com/news/ways-in-which-iot-redefines-customer-experience/62552249/
Consumers want personalized experiences and today’s competitive brands are scrambling to deliver. They’re tapping artificial intelligence (AI) capabilities for data-driven insights to improve customer interactions. But it’s not just about tech; the ability to deliver a seamless customer journey depends on a more personal connection. Consider calling a customer service line for help with an important lost package—no robot can replace an agent’s empathy in that stressful situation. Striking the balance between technology-based efficiencies and the human element is tricky , and many organizations struggle to get it right.
https://www.martechadvisor.com/articles/customer-experience/empowering-employees-to-provide-a-superior-customer-experience-in-2018/
Mopinion now offers a more secure user login process for Mopinion users with Two-Factor Authentication (or 2FA). Two-Factor Authentication is an extra layer of security that requires users to submit not only the username and password, but also an additional piece of information that can only be known to the user. This additional layer of security aims to further minimise risk and protect businesses from an online security breach.
https://mopinion.com/mopinion-adds-extra-security-layer-with-two-factor-authentication/
To kickoff the new year, Mopinion has just launched a new feature within its platform: customisable inbox filters and views. This new feature will give users total control of the views they create in their inbox of feedback items. It enables users to combine key data fields such as scores, browsers, texts, URLS and more – which provides for very specific views.
https://mopinion.com/mopinion-launches-customisable-inbox-filters-and-views/
Good news for all you WordPress lovers out there! Mopinion now offers a WordPress plugin that enables WordPress-based websites to easily run Mopinion software on their site and start capturing customer feedback for free.
In case you’re not yet familiar, WordPress is one of the most popular content management systems available with nearly 75 million websites. Now, any one of those 75 million sites can download the Mopinion plugin and have feedback forms running on their website in a matter of seconds.
https://mopinion.com/mopinion-offers-feedback-plugin-for-wordpress/
As consumers we have less money in our pockets but there is growing evidence of our changing behaviour, as we focus more on experiences and memories than products and possessions. I suspect that these changes will continue in 2018.
http://www.travelweekly.co.uk/articles/295846/opinion-drive-customer-experience-to-maintain-long-term-survival/
In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the Temkin Group, Forrester, or ACSI consistently rank them low. As a result, last year they were rated “America’s most-hated company.”
http://customerthink.com/comcast-is-trying-but-they-still-dont-understand-what-cx-really-is/
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