Customer Experience Trends
Are Customers Still Connected to Your Business in this Digital World?
Image sourced from ITA Group. The way we communicate socially has changed, thanks to social media and mobile technology. For many, this has also translated to changes in the way we communicate professionally. Digital has removed the typical boundaries associated with geography and time zones, and people expect to be able to use new communication channels not only with their friends but with the businesses they interact with too. Businesses need to embrace these new digital channels, including instant messaging platforms like WhatsApp, so that they can continue to be connected to their customers in a digital world. Digital Transformation Drives Connectedness The increasing usage of and reliance on digital technologies brings a variety of changes in both business and society. As enterprises ...
How the Cookie Armageddon is Improving Customer Experiences
Deprecation of the use of third-party cookies in browsers has been delayed to 2023 due to the complexity of the move for many organizations. The end of third-party cookies is indeed a big change that requires urgent attention by organizations if they are going to be able to even meet the extended deadlines. Cookies have been a major customer engagement driver and have been used extensively to obtain customer data to deliver more relevant customized experiences for customers. Enterprises need alternative strategies around data collection and identity management to help them lead their organizations through this change. On the 2nd of September, a webinar titled: How the Cookie Armageddon is Improving Customer Experiences will be held to explore the business challenges and opportunities aroun...
Blue Prism’s Greg Newton on the Digitalisation of Customer Experience
Greg Newton, Country Manager, South Africa, Blue Prism. Blue Prism is a global leader in intelligent enterprise automation. The company says it can transform the way work is done and accelerate the operational efficiency of organisations by “…making it easy for your people to automate the processes that matter most.” The automation of processes is one of the cornerstones for the digital transformation of enterprises, because it eliminates the need for cumbersome legacy tasks, like paper-based communications, and allows organisations to focus on one of the real keys for success in the digital age – customer experience. With this in mind, ITNA’s Luis Monzon had to opportunity to reach out to Greg Newton, Country Manager – South Africa at Blue Prism, to discuss how increasing business automat...
Why Most Companies are Getting Customer Experience Wrong
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4 Steps Manufacturers Can Take To Deliver Excellent CX
Sourced from TTEC.com According to IDC, the manufacturing industry’s global ICT spend will reach $459-billion by 2022. To be successful, businesses must persuade customers that they provide something unique and superior to their competitors. A differentiated customer experience is the top strategic business objective of worldwide companies. Customer experience (CX) refers to the whole process of interaction between a client and an organisation with which it has a relationship. CX is evolving as customisation gives way to scaled empathy. Manufacturers are the backbone of any economy, and in order to flourish, manufacturers must adopt a customer-centric strategy that places customers at the core of their business. In order to succeed, companies must convince their clients that they can deliv...
