- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 27 December 2018 13:46
In the classical marketing model, marketing is deemed to a funnel: at the beginning of the process (in the "awareness" stage) there are many branches competing for the attention of the customer, and this number is reduced through the different purchasing stages. Marketing is an action of "pushing" t ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 13 December 2018 12:13
A new competitive factor has emerged in today's widely ramified brand landscape, which has in fact become one of the decisive factors for consumers when choosing an offer - the user experience. The choices between different providers with similar services are simply countless. Consequently, customer ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 27 December 2018 13:42
The Customer Experience (CX) Management - in other words, the measurement and control of customer experiences - becomes a decisive factor in a company's success in times of increasingly competitive market conditions. Traditional measurement methods for customer loyalty and customer behavior, such as ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 13 December 2018 11:59
When it comes to customer-centricity, Customer Journeys are the melting pot of all disciplines and perspectives. Evidently, the enterprise around the customer journey in the daily business routine is initiated and managed by individual departments, such as marketing, sales, IT or service. As a resul ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 27 December 2018 13:30
According to a study of the consulting firm Bain & Company, 80% of CEOs are convinced to offer their customers an excellent Customer Experience (CX), however only 8% of their customers felt the same way, which describes the dilemma.
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 06 December 2018 13:23
Customer Experience (CX) is in vogue, as Google hits for CX confirm, which have risen from 80 million in 2011 to over a billion in 2018, apart from the fact that CX has been mentioned in many studies as a top management issue, even though companies are still struggling with it. Nowadays, it is obvio ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 20 December 2018 15:09
Customer experience (CX) is expected to overtake price as a key product differentiator by 2020. However, businesses are already urged today to keep pace with customer experience innovation that can help gaining insight, scale and connect customer journey touch points, from the tested online experien ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 06 December 2018 11:41
Vodafone just launches its 2019 Global Trends Report, highlighting customer centricity, ethics and purpose, and the impact of Artificial Intelligence (AI) as key business priorities for the next 12 months.
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 20 December 2018 15:01
With qualitative online research, United Internet Media has found out which criteria influence users' trust in digital media and revealed the result that who provides quality and reliability earns consumers’ trust. In addition, the study In Quality We Trust examined which requirements users pl ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 06 December 2018 11:27
When Hootsuite was born back in November of 2008, four-year-old Facebook had 100 million users (2.27 billion today) and new kid on the block Twitter had just 6 million (336 million today). The world was without Instagram (more than 1 billion users today) as it wouldn’t exist for another two ye ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 20 December 2018 14:09
The concept of the customer journey is very demanding, since it requires a consistent orientation to the digital transformation, both in terms of the processes depicted and the organizational structures. Furthermore, a powerful technical foundation is essential, or if the solution is to run in the c ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Tuesday, 04 December 2018 12:26
2018 was a huge year for social media, with many changes to navigate including privacy scandals, a new algorithm at Facebook, the impact of influencer marketing, and the rise of Instagram. Social media marketers found themselves having to aim for targets that were not only moving but morphing into n ...
- Written by Augustine
- Category: December 2018 - Customer Experience & Customer Journey
- Thursday, 13 December 2018 12:21
Pegasystems Inc., a provider of strategic software solutions for sales, marketing, service and operations, points out the stumbling blocks the customer journey is facing commonplace in practice:
