3 consejos a tener en cuenta al automatizar la experiencia del cliente

Asistí a la Customer Contact Week de 2018 en Las Vegas y me he llevado información diferente a la esperada. A través de múltiples grupos de discusión y conversaciones con los participantes, es evidente que los profesionales de la experiencia del cliente creen que “la automatización ya está aquí”. Muchos asistentes expresaron su urgencia de […]

5 tips to deliver enhanced digital customer experiences in retail

Consumers have been conditioned by Amazon to expect high service levels, easy-to-use interfaces and customized buying experiences. Much has been written about retailers striving to provide an omni-channel experience across multiple platforms and recent IDC data backs up the need. Some 71 percent of consumers prefer omni-channel retailers and those retailers now account for 35 […]

How airlines respond to “bumps” can make or break the passenger experience

Today’s airline passengers reap the benefits from reservation technology and highly productive and easy-to-use mobile apps that in many cases engage with multiple websites seamlessly and transparently. All this is made possible because airlines have done a very good job over the past five years modernizing their customer interfaces. While passengers certainly appreciate these great […]

3 tips to consider when automating the customer experience

I attended this year’s Customer Contact Week in Las Vegas and left with a different takeaway than anticipated.  Across multiple discussion groups and conversations with participants it’s clear customer experience professionals believe “automation is here.” Many attendees expressed urgency to move forward.  However, this excitement was countered in equal measure by uncertainty and reluctance. Perhaps […]

2019 IT trend: Increasingly strong data privacy rules will lead to new customer experiences

In 2019, protecting customers’ personal data will force companies to rethink their digital strategies as the full effects of the General Data Protection Regulation (GDPR) set in. Failure to comply with GDPR will thwart an enterprise’s ability to conduct business globally. Innovative companies will see this as an opportunity to deliver better customer experiences and […]

Seamless citizen experiences through ‘smarter cities’

barcelona-smart-city

As a retail consumer, the most satisfying experiences might be those that never happen. Our interactions just go smoothly. This is true in the public sector as well – citizens are consumers too, and if we want to deliver on the promise of “smarter cities,” we need to simplify the way public sector organisations and […]

From B2B to B2B2C: Capture greater market share by shifting to customer-centric manufacturing

Providing enhanced customer experiences has not typically been the primary focus for most manufacturers.  Instead, most of the consumer-oriented efforts were left to retail and channel partners. But in today’s hyper-competitive market, customer-centricity has become just as important in the business-to-business (B2B) environment. With recent technology advancements, manufacturers now have an opportunity to not only […]

Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Cómo las empresas de CPG pueden abordar el “Efecto Amazon” y reconsiderar el compromiso del cliente

Cuando Amazon compró Whole Foods por casi 14 mil millones de dólares a mediados de 2017, todos tomaron nota. Las empresas y minoristas de bienes de consumo empaquetados (CPG por sus siglas en inglés) estuvieron particularmente atentos. La compra de empresas está cambiando el juego en una industria altamente competitiva que ya estaba llena de […]

How CPG companies can address the ‘Amazon Effect’ and rethink customer engagement

cardboard-boxes-in-warehouse

When Amazon bought Whole Foods for nearly $14 billion in mid-2017, everyone sat up and took notice. Consumer packaged goods (CPG) companies and retailers were particularly attentive. The acquisition is changing the game in a highly competitive industry already rife with upheaval. The quintessential online retailer is now embracing brick and mortar – and it […]