What makes a great customer experience? For some brands, it’s a frictionless journey. For others, it’s a memorable experience. But few brands are successful being both frictionless and memorable. Research shows companies can choose among four strategies when deciding whether to focus on being frictionless or memorable. What exactly makes
Alessandro De Luca, the CIO of Merck Healthcare at Merck Group, delivered the keynote “Merck’s Digital Transformation: The Journey to a Connected Healthcare Experience” at the Technology Insight Summit in Europe. De Luca discussed the potential of smart hospitals, the app-based future of medicine, digital therapeutics, virtual medicines, and more.
The closing keynote panel discusses customer’s delight: incorporating personalization and unique experience in strategy The Millennium Alliance is a leading technology, business, and educational advisory firm. Focusing primarily on areas such as business transformation, executive education, and growth, policy, and need analysis. Millennium is quickly becoming one of the most
“Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company’s apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the
Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like customer experience could be highly valuable in keeping their businesses afloat during this tenuous business climate. Even
Even in the midst of a global pandemic, there is one thing that’s for sure: people still want to be treated well. This concept is at the core of customer experience – the simple idea of people wanting to feel seen, known, and appreciated by the companies they’re buying from. Even as many companies seek to temporarily halt production of certain items or close their doors to dine-in patrons, they’re finding themselves in a weird place: wanting to stay top-of-mind for customers amidst potential closures, and not wanting to stir anxiety or fear while they do it. In fact, according to a June 2020 survey (1) performed by our team at Futurum Research, which talked to 330 companies in North America and Europe, 57% said their entire business model needed to reconsidered in the wake of COVID-19. Let’s just say that things are about to get a whole lot more competitive and CX may be the thing that keeps you in business.
For anyone who has ever dreamt of being able to click on any image and buy it, whether it’s Jimmy Fallon’s suit on Late Night or the chair he’s sitting on, Facebook has announced it’s stepping up its e-commerce game with a brand new shopping experience powered by AI.
Companies who bring many of these customer service trends to life are the ones who are going to be successful. Nike is one of those companies. They invested in a value-added app that helps customers track their runs. At the same time, the app provides value to the customer, it’s providing information about customers to Nike. So, after a certain amount of miles run, the app might suggest to the customer it’s time for a new pair of Nikes. Through augmented reality, the customer can point the app to their foot and try on different styles. Then, it’s able to size your foot perfectly, and you can place the order and get your new trainers in record time. And for those that prefer a tangible experience, you can touch, feel, and smell their products in their flagship stores.
According to IDC, 85% of enterprise decision-makers say they have a time frame of two years to make significant inroads into digital transformation or they will fall behind their competitors and suffer financially.