Mobile and digital banking remains high on the agenda of retail banks as automation continues to increase and specific, often lower-value, processes and activities are being taken over by various digital challengers such as specific FinTech companies and non-financial firms.
A typical (but far from only) example concerns payments. Yet, while payments might be less lucrative for banks, the experiences and services offered by challengers are a potential game changer in trust, loyalty and more.
https://www.i-scoop.eu/digital-banking-gepolitical-regulatory-challenges/
Is there such a thing as “digital customer experience” and even a “social customer experience”? Yes and no. We can look at the overall customer experience in the context of digital touchpoints. We can look at individual experiences across digital touchpoints and interactions. Yet, at the same time, it’s important to remember that the customer is not just a digital customer (as in using lots of digital channels and touchpoints).
https://www.i-scoop.eu/digital-customer-experience/
Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.
CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
Since digitization, prospective customers of a company or brand have better access to social media and online content and therefore good opinions from existing customers can sway their opinions and in turn affect sales. Today, customer experience has become imperative to scale business growth in a competitive economy. As of now, companies are heavily investing in technologies such as conversational chatbot, use of virtual reality in retail, machine learning to process customer feedback to tailor their strategies.
https://customer-experience-management.cioreview.com/news/the-driving-force-behind-customer-experience-nid-25775-cid-118.html/
Companies are interested in knowing how users experience and perceive their products. Quality of Experience (QoE) is a measurement that is used to assess the degree of delight or annoyance in experiencing a software product. To assess QoE, we have used a feedback tool integrated into a software product to ask users about their QoE ratings and to obtain information about their rationales for good or bad QoEs.
https://link.springer.com/article/10.1007/s11219-017-9373-7/
We need our emotions to help us make decisions. Without sadness, anger, and disappointment, we wouldn’t know when something has gone wrong or how to fix it. Similarly, our excitement and sense of pride tell us what we are doing right and remind us to keep doing more of it.
This not only affects our personal lives and relationships, but our professional ones as well, especially when it comes to ecommerce and online reviews.
https://blog.smileback.io/the-emotional-science-behind-bad-customer-feedback-/
We live in the age of the customer and we live in the age of data. I guess there must be a link between both. Of course there is. People like to be valued and served in a way that takes their true needs into account. They like to be respected. What does this have to do with data? A lot.
https://www.i-scoop.eu/the-ethics-of-data-human-truths-and-dignity-in-the-digital-age/
The digital customer experience had redefined the way businesses and their customers interact. Whilst it has undoubtedly revolutionised the way many people approach their buying, there are still organisations which are yet to fully embrace the phenomenon and understand fully the multi-touchpoint sales funnels that customers now expect.
https://mopinion.com/the-five-most-important-reasons-to-focus-on-the-digital-customer-experience/
My crystal ball says winning experiences will deliver.
I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess.
I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery) pitted against traditional retailers who will rely on (reasonable prices, reduced customer effort, sufficient selection, and immediate product availability). Ok, I imagine some of you are saying, “That isn’t a prediction. That is a description of the current state.” To that, I might generally agree – with an evolving caveat!
http://www.customerexperienceupdate.com/?open-article-id=8022469&article-title=the-future-of-customer-experience-delivery&blog-domain=josephmichelli.com&blog-title=michelli-experience/
Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like:
• “CX leaders told us that their response rates are declining, especially among younger customers”
• “Today’s empowered customers reject old-school CX surveys”
• “Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.”
They have some great examples embedded in the paper, but I’m starting to hear some variation of, “OK. I’m on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?”
Here’s how I’m seeing Forrester’s concepts applied successfully:
http://customerthink.com/the-future-of-customer-experience-measurement/
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