As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is no different. In 2018, we saw the impact major brands faced when they broke the trust of their customers. From criticisms of lack of transparency, data breaches, or high profile poor treatment of passengers going viral on social channels, organizations recognize more than ever the importance of investing in earning and maintaining the trust of their customers. Earning that trust means demonstrating that you’re actually listening to customers, and for most organizations, that process starts with establishing a customer feedback program.
It’s not easy to win customer loyalty and trust, and it’s even harder for companies to regain trust when they have violated it. In 2019, I expect we will see companies develop a renewed focus on having ongoing and engaging conversations with customers. To foster these conversations, companies need to deliver a feedback experience that meets the customer in a natural way, is quick for the customer to complete, and makes the customer feel heard. Organization need to take action based on insights gained from these conversations to improve the customer experience.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=129486/
AI can help make customer experiences more personalized, accurate, and effortless. Through audience segmentation, customer communication, and product recommendations, AI is able to enhance marketing strategies at scale in a way humans can’t by themselves.
In a world where customers are looking for smooth experiences and information at their fingertips, AI-enabled tools can make the difference in marketing.
https://www.clickz.com/using-ai-personalize-marketing-strategy/
Customer-centric retailing and selling are the new business models. The new model goes beyond the traditional horizon of omnichannel, breaking down the lofty walls between internal intent silos and the potent customer experience platforms.
The future of customer experience is now, and Unified Commerce would play the biggest role in assigning performance-related metrics to the use of emerging technologies — AR, VR, AI, and video for commerce. BRP’s 2018 Customer Experience/Unified Commerce Survey of top North American retailers offers insights into retailers’ current priorities and initiatives as digital and physical retail environments converge to facilitate a seamless experience across channels.
https://martechseries.com/analytics/behavioral-marketing/unified-commerce-customer-experience-future/
What’s your online marketing strategy this year? No matter how you are looking to edge ahead of your competitor, it’s no secret that the right marketing tools are what you need to accomplish more. And no, Hootsuite and its likes aren’t the only tools you should look at today.
If you’re looking to get better insight into your customers, you need to offer your marketing team more research and investment opportunities. The better your marketing strategies, the more likely you are to increase your profits.
https://www.theyucatantimes.com/2019/03/top-tools-for-online-marketing-in-2019/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool.
However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not just what you think they do) and how to engage them is another thing entirely.
CRMs were not built to be nimble. Times change, customer expectations change, and the technology needs to change with it.
Currently, predictive analytics and artificial intelligence promise the potential to revolutionize CRMs in truly meaningful ways, but rather than be hyperbolic about that potential, it's important to be pragmatic -- and that's not the same as being negative.
https://www.crmbuyer.com/story/The-Trouble-With-CRM-Data-85616.html/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’re happy to announce the release of the seven exciting new updates, including new machine learning technology, new feedback form metrics, and much more.
https://mopinion.com/november-product-update/
The coming year promises to be an exciting one in the world of artificial intelligence.
AI ToolsAI-driven technology is developing exponentially, enabling brands to get consumer feedback on a massive scale, without having to invest a great deal of time and money on the research. While it may be difficult for marketers to keep up with AI’s speedy evolution, it’s also vital. No brand wants to be left behind as competitors use technology to gain a deeper understanding of their stakeholders. It’s important for marketers to understand how to leverage new technology that uses AI to gather honest, meaningful, actionable consumer insights.
https://www.chiefmarketer.com/new-ai-tools-for-better-engagement/
Mopinion has just released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
Unless you’ve been living under a rock, you’ve probably noticed that the term ‘artificial intelligence’ is being thrown around just about everywhere. It has become a major corporate buzzword and hype, especially among digital marketers. Meanwhile half of us still don’t really know what it means or better yet, what it can do for our business. That’s why we’re here to tell you specifically what AI can do for you and how it can make your customer feedback more actionable.
https://mopinion.com/customer-feedback-artificial-intelligence-ai/
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