We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?
Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.
Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.
Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.
Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?
As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.
Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents...
This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.
Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year, and 37% said that customer experience management was their most important area of technology investment over the next 5 years.
Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.