There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans will still perform every task. However, perhaps the most likely scenario is one championed by David Clarke, Global CxO & Experience Consulting Leader, Digital Principal at PwC, who believes future success in customer experience comes from a combination of people plus technology.
https://www.forbes.com/sites/blakemorgan/2018/05/14/the-future-of-customer-experience-people-plus-technology/#41c4e9f31bc1/
At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: “Not sure I know many companies trying to achieve ‘customer failure’!”
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Customer-Success-Takes-Engagement-to-the-Next-Level-125078.aspx/
Chatbots are a simple and fun way to help shoppers find what they are looking for and enhance their online customer experience. Thanks to recent advances, web developers are now creating chatbots that are ever-more human, aiding the flow of communication by recognizing verbal patterns and interpreting non-verbal signs.
https://www.cmswire.com/digital-experience/what-comes-next-for-chatbots-and-customer-experience/
Retailers concerned about the future of customer experience should be paying close attention to emerging markets, whose quick embrace of new technology offers mature market brands a unique chance to watch, learn and implement change – with little risk.
Jacob Younan, Associate Director, Global Solutions, LoyaltyOne
https://www.colloquy.com/latest-news/watch-and-learn-emerging-markets-experimental-technologies-and-the-customer-experience/
James Geller, retail solutions director at Oracle, looks at explanations for the existence of the customer experience gap and how to close it.
The good news is that more and more retailers are starting to understand they need to focus on customer experience.
People buy into brands that have stories to tell and something that makes them stand out.
The bad news is that retailers often have to focus on sales, KPIs and maximising shareholder value, which in turn drives some interesting decisions and potentially creates a customer experience gap.
Why does the gap exist? There are four key reasons.
https://www.retail-week.com/technology-blog/three-ways-to-close-the-customer-experience-gap/7029033.article?authent=1/
Exceptional customer experience drives the success for any business today. It is essential for COMPANIES to offer state-of-the-art product or service experience to keep the customers loyal to their brand. They are required to not only monitor customer’s behavior but also respond at the right time to understand what drives the customer and offer a great customer experience. Monitoring client behavior through a CRM (Client Relationship Management) solution automates the entire sales process, enhances customer experience and encourages customer loyalty. Microsoft Dynamics CRM helps deliver a seamless client service.
https://customerthink.com/microsoft-dynamics-crm-key-to-boost-your-customer-experience/
The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits.
https://www.cmswire.com/customer-experience/how-good-employee-practices-feed-into-great-customer-experiences/
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=8211950&article-title=how-to-effectively-capture-the-power-of-customer-experience-roi&blog-domain=customerbliss.com&blog-title=customer-bliss/
In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing self and the remembering self. The experience self is one that lives in the present whilst the remembering self is “the one that keeps score, that maintains the story of our life”. Based on our memory of an experience and our life it is a different entity to the experiencing self.
https://www.mycustomer.com/community/blogs/tim-wade/the-cx-benefits-of-understanding-the-two-selves-0/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/