Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

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Self Service Customer Journeys Customer Experience Omni-Channel 208

Lumoa

JULY 17, 2023

Digital transformation has emerged as a critical factor in the evolution of business models, with customer experience at the forefront. There are many studies that highlight consumers’ rising expectations regarding service quality. They expect brands to anticipate their needs and provide a tailored experience.

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Customer Experience Strategy Self Service Chatbots 208

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. This remote and digital-first world has made service organizations rethink how to engage with customers. Visuals lower effort and add convenience to interactions.

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Self Service Customer Service Video Engagement 109

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

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Omni-Channel Self Service Consumers Meeting 104

ijgolding

MARCH 22, 2017

A study by CEB states that customers feel that they can easily find an alternative product for at least 90% of the products available on the market. Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day.

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Omni-Channel Customer Experience Multi-Channel e-support 204

SaleMove

MAY 26, 2020

Julia Carreon from Wells Fargo put it nicely in the article : “Gen Z members over the next decade will grow up to be the most demanding consumer the world has ever known” The demand for interactive and personalized digital experiences has already begun and it’s only going to increase.

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Social Media Self Service Banking Conference 52

Eptica

DECEMBER 11, 2015

In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. Getting to the right answers is becoming more difficult Being able to find basic information online is crucial to turning browsers into buyers. Share this page on: Tweet.

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Self Service Customer Service Social Media Retail 48