Data is crucial in customer experience—how you measure it, protect it and analyze it plays a huge role in how customers perceive your brand. This week we saw three different applications of data in customer experience and how understanding and protecting data can create a better picture of customer expectations.
Embarking on a full-scale customer experience transformation is a huge undertaking, especially for an organization as large as Cisco. The company has made huge strides recently as it evolves its customer experience to build on its existing customer-first culture.
Digital experience can make or break a company. When done well, providing customer-first digital options for a true omni-channel experience can create a loyal band of customers. However, digital mishaps can turn customers away and greatly hurt the overall experience. The good and bad of digital experience was on display this week with stories from three well-known brands.
Many companies think of customer service as just what happens when a customer calls with a problem, but Cisco has transformed customer experience to include the entire customer journey. According to Alvio Barrios, SVP Americas Customer Experience, the goal of customer experience is to proactively engage with customers and help maximize the value of whatever products they’re getting from Cisco.
In our modern world, customers tend to value experiences over things. They’re investing more in travel than ever before, and Manifest takes advantage of the need for convenience, experiences and community by creating unique, personalized travel opportunities.
Digital transformation can have numerous goals, from saving money to improving customer satisfaction. But at Sprint, the goal is to empower both internal and external customers to do what they want, where they want, when they want. Rob Roy and this team called The Hive take a unique approach to finding creative technology solutions that meet the needs of customers and employees.
Many external forces impact customer experience. Modern customers expect brands to be socially responsible and aware of the issues facing our society and environment. This week, we saw stories on a variety of hot-button issues that can make or break companies. In order to create a brand that customers trust and feel comfortable supporting, brands often need to make difficult decisions that are culturally relevant.
Changing technology can lead to uncharted waters for many companies. As technology evolves, it can cause challenges and major setbacks. Balancing new technology with the preferences and privacy of customers is a new battleground for many brands. This week featured three stories of companies wrestling with technology and how to balance their own needs with their customers’.
Starbucks Accepts Cryptocurrency, But Won’t Say So
Starbucks is among a growing number of retailers accepting cryptocurrency and bitcoin, but it has yet to official acknowledge the change. Gemini, the company that owns the cryptocurrency, and Flexa, the company that built the payment …
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Are loyalty programs worth the cost? According to research by Citi, the answer is a resounding yes. As the company transformed its rewards program and analyzed customer preferences, it found that modern customers are more loyal and valuable when they participate in a loyalty program with a great experience.
Every day, companies are faced with big decisions that impact their reputations and customer experiences. Some decisions are controversial, and often not all customers agree on if a company is doing the right thing. These bold moves can be a gamble for brands and either rally or drive away customers. This week, three companies were in the news for making high-profile announcements that could go either way for customers and their overall experience.