Customer Experience Perspectives (3rd February, 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

2017 Customer Experience Resolutions(customerthink.com)

What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Read the article to know more about the 5 ways to accelerate results that your customers and investors will both reward.

The Customer Experience: 5 Bold Expert Predictions For 2017(forbes.com)

In a lot of ways, customers aren’t that hard to figure out. They want to be acknowledged and respected as people, for instance. But what they prefer and do is dynamic to a great extent, too, leaving businesses racing to figure out how best to accommodate them. Check out the article to see how businesses are responding to consumers in 2017

Ten Customer Service And Customer Experience Trends For 2017(forrester.com)

Each year, new data comes out that indicates customer service and the customer experience (CX) are more important than ever. According to Forrester, 72% of businesses say that improving the customer experience is their top priority. Pay close attention to what’s trending in the world of customer service and CX. There’s something here that will impact every type of business. Read the article to find out which 10 trends you shouldn’t ignore.

Drive revenue with great customer experience – Our 2017 analysis will help you make a case for CX investments(forrester.com)

 

We know great CX drives revenue. But to make the case, you need a more nuanced and sophisticated understanding. So we used data from our Customer Experience Index (CX Index™) and modeled the revenue impact of improving CX.

To do that the author has raised three key questions:

  1. What is a customer’s loyalty (retention, enrichment and advocacy) worth in revenue dollars?
  2. Is there a relationship between CX quality and loyalty-based revenue?
  3. How does the relationship between CX and income potential differ by industry?

Learn more about the analysis and the result in this article.

The Difference Between Customer Experience And User Experience(forbes.com)

There are a lot of buzz words thrown around in the customer sphere, but two of the big ones relate to experiences—customer and user. Although CX and UX are different and unique, they must work together for a company to have success. Both customer experience and user experience are incredibly important and can’t truly exist and thrive without each other.

Read this article to understand the real difference between CX and UX.

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us at VOZIQ, or follow us on LinkedIn.

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