Asia's competitive landscape is growing, and organisations across the region are using the latest technological advancements to enhance their customer experience strategy and differentiate themselves from the crowd.
http://markets.businessinsider.com/news/stocks/cx-leaders-maximising-their-customer-experience-roi-at-asia-s-largest-cx-event-1027309887/
Customer interactions ranging from the ordinary, in-moment (“Alexa, order me a pizza”) to the life-changing (“Will my health insurance cover this procedure?”) share a common trait: Their success hinges on excellent design. And the discipline of design, while not new to business, has ascended as more companies shift from transactional product sales to ongoing services, with the goal of creating longer relationships with customers.
https://www.forbes.com/sites/baininsights/2018/06/21/designing-masterpieces-of-customer-experience/#5f7f8c2f4dee/
I don’t think anyone will argue with the idea that customer expectations are changing fast and that it is very difficult for retailers to keep up. But the problem is not limited to retail, as pretty much anyone serving consumers finds themselves in this expectation loop. If a consumer has a great experience with a banking app, for example, all of a sudden he expects every retailer to offer something similar in terms of a digital wallet.
https://www.forbes.com/sites/nikkibaird/2018/06/21/the-retail-customer-experience-is-not-an-arms-race/#203da7aa9f03/
Trader Joe’s ranked first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index.
Based on a survey of more than 110,000 U.S. adults, the Forrester CX Index aims to measure and rank how well a brand’s customer experience strengthens shopper loyalty. The Cambridge, Mass.-based research firm benchmarked the customer experience quality at 287 U.S. brands, including 42 leading multichannel retailers.
http://www.supermarketnews.com/retail-financial/trader-joe-s-rates-high-customer-experience-reports-study/
What do some of the world’s most popular and successful websites have in common? While Netflix, Amazon, Facebook and YouTube all have different business models, each one does one thing very well: personalization. If you’re a member of any one of these sites, the content that you personally see when you visit its homepage will be different from that other users see.
https://www.entrepreneur.com/article/315356/
Cranfield University’s Centre for Air Transport Management has secured an NKr2m ($244,810) in funding from the Research Council of Norway to offer passengers’ insights to help improve the customer experience at airports in Norway.
https://www.airport-technology.com/news/cranfield-improve-customer-experience-norwegian-airports/
The average lifespan of S&P companies is shrinking, and business leaders are looking for new ways to compete. Michel Feaster, Co-Founder and CEO, Usermind, presents three ways to reinvent your business around customer experience
https://www.martechadvisor.com/articles/customer-experience-2/want-your-company-to-survive-beyond-2030-do-these-three-things/
As business leaders we are all aware that “digital is changing everything”1. As a result, many of us are in the middle of large-scale strategic and digital transformation projects in partnership with our IT teams to achieve the classic win/win: (1) much higher levels of customer experience and (2) lower operating costs.
http://customerthink.com/how-to-improve-customer-experience-and-slash-operating-costs-using-robotic-process-automation/
Contact centers are one of the main touch points of customers for organizations. Many contact centers, through various channels (voice, web chat, social media, text messaging, email), process millions of interactions each year. Once seen as a cost-center, contact centers are slowly evolving into a much more strategic part of the business. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. While customer expectations for more and better service are growing, utility companies have not kept up. The energy utility industry, being predominantly an asset-based company, has traditionally focused on ensuring reliability, compliance and cost efficiency – keeping the lights on and the power costs stable.
https://contact-center.cioreview.com/cxoinsight/shaping-customer-experience-nid-26661-cid-66.html/
Medallia, Inc. (www.medallia.com), the global leader in customer experience management, together with Ipsos, the leading independent market research company, today announced the findings of the Customer Experience Tipping Point survey. More than 8,000 consumers were surveyed across the US, UK, France, and Germany. The findings reveal that customer experience is the top reason consumers cite for choosing a particular brand when making a purchase.
https://www.prnewswire.com/news-releases/research-shows-customer-experience-top-reason-consumers-choose-a-brand-300669115.html/
