Customer Experience Perspectives (2nd March, 2016)

How do you improve CX? What is its ROI? Where does data fit into all this? And how can you reduce customer effort? Answers to all these questions and more in this week’s CX Perspectives. We are sure you will have a great time going through them!

Customer Experience Is the New Battleground in Business [forbes.com]

Gartner predicts that this is the year companies will compete primarily on the customer experiences they deliver. However, 54% of marketers cite not having consolidated customer views across channels as the biggest roadblock to a successful cross-channel experience

The solution is in mapping the customer journey.

New Report: ROI Of Customer Service & Customer Experience [drnatalienews.com]

Executives have long thought of customer service or customer care as a cost center. However, this paradigm is and has always been false. Businesses thrive on happy customers, and call centers are the place where customers are dealt with on a regular basis.

Agent Related Costs

This research material talks about suggestions for improving customer service in call centers.

Big Data Tells You What, Small Data Tells You Why [linkedin.com]

Big Data is definitely important. In fact, it’s absolutely vital to understand what trends, correlations, and data streams can tell us about the similarities and differences among our customers.

But Small Data is also important – perhaps even MORE so. The author warns you to ignore it at your peril.

What Experiences Will Ultimately Define ‘Customer Experience’? [customerthink.com]

We have heard this before: If companies are to succeed in the digital economy, they must focus on the Customer Experience. But what does that actually mean?

The reason why Customer Experience has become such a focal point today is because advances in digital technologies have made comparing products and services virtually seamless. Many businesses must now compete less through what they offer, and more on how they offer it.

Improve the Omnichannel Experience, Reduce Customer Effort [cx-journey.com]

Customer effort is (or should be) a huge area of concern for customer experience professionals; it’s a major point of contention and frustration for customers. Measuring customer effort is probably one of the best ways to understand whether you’re delivering a great customer experience.

The bottom line of the article is that companies need to allow customers to contact them using whatever channel is most convenient for the customer; most importantly, those channels must afford a seamless and personalized experience. Then, and only then, will you have successfully reduced customer effort in a way that is meaningful and impactful.

We hope you enjoyed this week’s CX Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.

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