This week in customer experience was dominated by Amazon. The company’s big announcement made waves through all industries and showed how customer demands are changing for quick service and convenience. Here are the top stories from this week in customer experience.
All over the internet there are customer service quotes, marketing quotes and sales quotes, but rarely do we see a round-up of quotes purely based on customer experience. Customer experience as a discipline has only grown in importance, with google searches on the phrase customer experience increasing steadily in the last few years. Growth IQ author Tiffani Bova recently shared a stat that google searches of the phrase "customer experience" have nearly tripled in the last decade - and now the term hashtag #CX is at an all time high (2004-2019). Here I have compiled 101 of the top customer experience quotes, and I hope one of these quotes can inspire you in your own efforts to make your organization more customer-centric.
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.
For decades, loyal Nordstrom customers have been flocking to the store for designer goods and great service. In recent years, however, Nordstrom has been undergoing a digital transformation for a fresh approach to customer experience. The efforts are a start, but they are far from a fully successful digital transformation. Many of us are watching Nordstrom, even rooting for its success. Time will tell if Nordstrom will not only survive the vast changes in the retail industry, but achieve the status it once held as a leader.
The basic retail experience hasn’t changed much over the years: go into a store, look for the right product and make a purchase. Artificial intelligence has the potential to completely transform the traditional retail experience and take it to the next level with personalization, automation and increased efficiency. And it’s already happening! Here are 20 of the best examples of AI to improve the retail 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.