The goal of customer experience should always be to make customers’ lives easier. From creating forward-thinking products to offering convenient ways to connect with brands and providing personalized service, customer experience revolves completely around the customer. This week, there were stories in the news of brands that put customers first—even when that means bad news for the company. There are three customer experience stories from the week.
Two of the biggest buzzwords in customer experience are AI and empathy. But are the two concepts mutually exclusive, or can they be used together to create a harmonious customer experience? Dr. Rob Walker, Vice President Decision Management at Pegasystems, believes customer-facing AI initiatives can be programed to be empathetic
Imagine being able to stream anything anywhere without having to worry about bad signals or data limits. Soon connecting to the internet will be as commonplace as connecting to electricity. 5G has the power to unlock limitless computing and impact the entire world, including the customer experience.
Digital transformation is all about using technology to better solve customer problems. But a new report from global telecommunications company Telstra found that many U.S. companies lean too heavily on the technology side and don’t focus enough on the people behind the decisions.
Science fiction movies have always made predictions about the future. By the year 2019, would there be flying cars, robots or a world run by computers? In many cases, these technology predictions are actually coming true—at least to some degree. New, forward-thinking technology is transforming customer experience and opening doors for new ways to connect with customers. Here are three news stories from the week that show that the future really is now.
A growing number of companies are looking to hire transformational leaders. These are the people who create positive changes in their employees and companies. Transformational leaders are billed as leaders of the future who can help their companies through turbulent times full of change and innovation. But what does it actually mean to be a transformational leader and how can you become one? Here are 10 habits of transformational leaders.
Technology can be a huge boost to customer experience. But it can also leave a bad taste in customers’ mouths. Brands need to be constantly evolving with new technology and evaluating their approach to make sure the technology is effective and strategic.
This week brought stories of technology being used in all aspects of customer experience, from robots reaching customers to customers sharing their experiences online. Not all technology adds to the customer experience. Here are three recent stories from the world of customer experience.
Robot Doctor Shows Downside Of Telemedicine
Is more technology a good thing when it comes …
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Most people consider customer experience the ultimate goal for companies and marketers, but according to Wharton marketing professor Peter Fader, customer experience isn’t for everyone.
Technology is the heart of the modern customer experience. It’s constantly evolving and can be used to create amazing experiences that connect customers with brands. However, when it isn’t used properly, technology puts customers and their trust at risk. Here are three examples from the week that show the power of technology in customer experience.
In our technology-driven world, all companies should aim to create frictionless experiences at work and for their customers. Technology is a powerful tool that should drive every interaction anyone has with the brand.