Improving Customer Experience | CX Buzz of the Week (20th May, 2016)

Improving Customer Experience | CX Buzz of the Week (20th May, 2016)

Lots of CX Buzz favourites this week, including; Annette Franz in on the six domains of CX performance; Roy Atkinson [Sparkcentral] with his “Missing Link for Great CX;” Ian J. Golding’s head nodding piece on transparent CX; Pierre DeBois in on Hackathons as a means to better CX; Michael Klaes [] on predictive analytics for better CX; And finally instead of our usual Tweet of the Week, we saw this video about customer experience and couldn’t resist sharing it, well done to the marketing team at Adobe Cloud it’s brilliant.

Hack Your Way to Better Customer Experience []
Pierre DeBois asks that if you are a marketing professional pondering how can you wrap your head around MarTech implementations to drive better customer experience? Then consider sending yourself or your team to a hackathon. He says that such gatherings can be a great way to apply knowledge in developing tech as well as identify hang-ups in its deployment, and he is talking from experience. Read his interesting summary of an AT&T Internet of Things and Civic Hackathon he participated in a few weeks ago, it's fascinating.

The Missing Link for Great Customer Experience []
Last week Roy Atkinson received an email from a club of which he is a member, reminding him to sign up for an upcoming event before the early registration discount expired. Good, he thought, he got a reminder. But the reminder was missing a key piece: A link to the registration site. It would have been absolutely painless for him to click through and register. Following that was a comedy of customer experience errors, from non-mobile optimized sites, to a not thought-through properly twitter disaster. As Atkinson says - A good customer experience usually has certain common characteristics, and they are; Frictionless (easy for the customer); Always Seamless (website, app, etc., all have similar characteristics); But most importantly, works with the customer’s preferences.

How Well Do You Know the Six Customer Experience Performance Domains? []
CX Buzz favourites, and Annette Franz Gleneicki, come together again to give you this brilliant synopsis of the six main customer experience performance domains. These being the six domains of CX that The Customer Experience Professionals Association (CXPA) use in order to examine and pass qualifications on certified customer experience professionals. They are;
  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

Segment of One: Using Predictive Analytics To Tailor Custom Experiences []
Tailored “just-for-me” experiences are the expectations of not just the consumer, but also equally true now for business-to-business interactions. So says Michael Klaes, in this piece when discussing how to using big data and Internet of Things to create those tailored experiences. A big part of that is predictive Analytics which when used properly creates models that know when a customer is at risk of churning. The business can take the information and act proactively to address the pain points or key interests of the customer. And not only will the data tell you that a customer is about to leave, it will tell you why. Check out our Predictive Analytics solutions for more on this technology.

The Transparent Customer Experience: How Measurement Can Benefit Both Company & Customer []
We are big fans of Ian J. Golding's blog and this piece had us all nodding our heads and saying, "We need to do more of this." Golding posits that honesty and transparency are two words not often associated with the world of business. Unfortunately, we live in a world where it is difficult to know exactly who we can trust. Since 2008, business related ‘horror stories’ continue to shock consumers – from Tesco, to Mitsubishi. From Volkswagen to Npower – you would have thought that commercial enterprises would have learned something since the days of Lehman Brothers and Bear Stearns. The reality is that there still appears to be a lot to learn and Golding thinks that ratings, measurement and standards are the only way to get there.

Instead of our TWEET OF THE WEEK, we want to share this video from the marketing geniuses at Adobe Cloud on how not to do Customer Experience. Watch it and then try not to share it, it’s just brilliant.

DON’T FORGET: Next week is the Industry’s biggest Customer Experience conference, NICE Interactions in Orlando FL 23-25 May. Make sure you follow us on Twitter for all the buzz and news at the conference. Join in the conversation because you still have a chance to WIN a Samsung Gear VR by tweeting about the conference and helping us spread the news. Competition closes 9pm 25 May, other T&Cs apply.


We hope you enjoyed this week’s CX Buzz, be sure to respond in the comments or tweet us @NICE_CX or follow us on LinkedIn.