Proper call centers must have an efficient balance between customer experience (CX) and user experience (UX). UX is the experience with the product, while CX is the review of the interaction with the brand. UX is a subset of CX. CX envelopes a wider scope of experiences. A bad UX with a good CX can be seen as a good experience overall, but a bad CX and a good UX is seen as a bad experience. Despite covering wider area, CX has some dependence on UX as well. Firms should aim at optimum CX, involving best UX via its services. Read more at: https://www.ameyo.com/blog/building-a-modern-day-contact-center-where-ux-meets-cx

In future, maximizing customer experience, or CX, should be the main business strategy for any company. CX will also overtake price points and product details as a key selling point for organizations. Buyers will use more online portals, knowledge management tools, social media and email to communicate with brands. The brands who invest in making automated-service interactions will gain a more competitive advantage in the future.  Research shows that speed of resolution and accuracy are top priorities for modern consumers. But, what constitutes good CX? To know more, follow: http://it.toolbox.com/blogs/insidecrm/why-cx-the-importance-of-customer-experience-and-why-crm-still-matters-70094

The e-commerce market is always changing. It is making an impact on customer experience or cx. In a survey, it was found that, 56% of the shoppers surveyed said they're less likely to purchase an item online if they can't pick it up in store, while 62% reported that they're more likely to buy from an online shop if they know they can return their item in the store. Social media channels will help to drive sales and increase ROI. To know more about future of e-commerce, follow: http://www.socialmediatoday.com/technology-data/peteschauer/2015-10-04/what-future-holds-ecommerce-infographic

Live chat is the best way to boost overall satisfaction with your customer service

- Zendesk Benchmark Report

Live Chat has emerged as one of the most satisfying customer service channels. This is because of the following reasons:

• Live chat moves customer requests away from web forms and feedback tabs to real time interactions, which enable questions to be answered directly
• Customers like the back-and-forth style of conversation

But, customer service providers should not forget the fact that customers want an accurate, relevant, and complete answer to their question upon first contact. Live chat agents sometimes fail to satisfy customers because of the following issues:

• When the customer has to wait more than 30 seconds for a customer service agent
• As agents start handling more and more chats, the increased workload may impact their ability to respond quickly and thoroughly

According to the Zendesk Report, “To optimize customer interactions, companies should monitor the ebb and flow of their live chat request volume by day and hour”.

To know more about the results of the Zendesk Benchmark Report on Live Chats, please read the following article by Noreen Seebacher, Chief Editor, at cmswire.com:

http://www.cmswire.com/cms/customer-experience/we-should-talk-how-live-chat-improves-cx-029235.php

“Customers don’t want just a personalized experience, they want a full package”

According to 2015 Customer Experience Trends Report and infographic released by InMoment, customers do appreciate the personalized touches that brands create for them, they are much more interested in providing value back to the company.

Lori Alcala, in her article on cmswire.com, summarizes top customer experience trends revealed in the report. They are:

• Shorter Surveys, More Listening
• More Reliable Online Reviews
• Stronger Relationships

She has also added an interesting excerpt from the report in her article. To see that and increase your knowledge spectrum about customer experience, please visit the following link:

http://www.cmswire.com/cms/customer-experience/want-to-know-the-top-cx-trends-infographic-029002.php

The field of marketing has gone through many transitions- the Trade Era, the Production Era, the Sales Era, the Marketing Department Era, the Marketing Company Era and last era that was going on is – the Relationship Era. Now again, a transition is taking place and a new era of Experience Marketing has emerged.

This article by Carla Johnson, Founder, Type A Communications, at cmswire.com talks about the need for this type of marketing in this competitive world and how companies are adapting this to enhance customer experience.  

The example of Marriott, the brand that has launched an original content studio that creates content that informs, entertains and adds value to travel lifestyle consumers, shows how building audiences by creating differentiating experiences has now become an important part of marketing.

To summarize, this article emphasizes the need to make content creation a core function of the business and the foundation from which all experiences, across the company, are created.

Read more at:

http://www.cmswire.com/cms/digital-marketing/experiences-the-7th-era-of-marketing-028978.php