Traditionally, organizations have been forced to adapt their applications and operating processes to public cloud models in order to recognize the full benefits. This led to mixed results as legacy applications struggle to align fully to cloud models, particularly when using lift-and-shift migration methodologies.
The ability to provide a frictionless digital customer experience is emerging as a critical factor in attracting and keeping customers. It is fast becoming the way for financial service providers, fintechs and banks alike, to differentiate themselves from their competitors.
If businesses want guests to return, the experience has to meet their expectations. This is why “guest experience” is so important. Businesses can do this by optimizing every interaction throughout the guest’s journey; this begins by understanding their needs and how best to meet those expectations.
More customers are prioritizing experiences above all else when picking between brands. As a result, closing the customer experience gap – the difference between what customers expect from their experiences, and how well a brand believes they are meeting these expectations – only becomes more critical. After all, studies continually show how delivering top-notch marketing, care, and commerce experiences at all touchpoints, while always putting customers’ needs first, can significantly impact your bottom line.
How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.
The future of customer service is rapidly evolving. Customer expectations are growing while patience is dwindling. Contact center costs are growing, and scaling while delivering exceptional experiences is becoming more challenging than ever.
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.
Users increasingly expect their customer experiences to have a voice component, whether on a smartphone, on websites, or on a full-fledged voice assistant. The relative ease of use of voice assistants like Google Home and Amazon Alexa is engendering a significant paradigm shift away from page- and screen-bound brand experiences toward those increasingly mediated by audio, sound and voice.
In our fast-changing digital landscape, a good user experience is no longer a nice-to-have, it is a decisive competitive advantage. Gartner states that to succeed in the…
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.