AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
AICEX: Oramai le survey sono sempre più utilizzate, e i tassi di risposta diminuiscono. Ma le aziende già possiedono molte informazioni sui propri clienti, si tratta di saperle individuare, gestire e utilizzare. E i dati in possesso delle aziende sono un elemento che manca alle start-up che mirano a diventare dei competitor.
Source: How to Get Customer Feedback Without Asking the Customer – The Experts – WSJ
AICEX: In un mondo digitale che è diventato la regola le emozioni sono sempre una chiave molto forte, soprattutto nel mondo fisico, che sta diventando una eccezione.
When you ask people about their life-changing, ‘a-ha’ moments, you’ve probably noticed that they’re almost always emotion-based. The joy of finding out they will become a parent, the reflection after an argument when criticism sinks in, the surprise at having assumptions challenged – I could go on, but you see what I mean: in each case it’s emotion that makes a difference both in the moment and in your memory.
I don’t think that it’s any different when we interact with brands. You just have to look on Twitter to see the streams of frustration from unhappy customers, and on the flip side, tweets from brands that make customers feel their concerns were listened to.
Continua a leggere “Personale, Emozionale, Tecnologica. Questa è l’esperienza che ci aspettiamo.”
Photo: SPACEX
AICEX SUMMARY: L’esperienza e non il prezzo saranno il vero campo di battaglia del futuro.
We now have the ability to use dynamic content, data and intelligent automation to improve customer experiences
Experiences, not price, will be the battleground of the future.
Customers value experiences, and those experiences often come in the form of stories. Selfies, social feeds, chats and influence stats grab consumers’ attention, who in turn share their personal encounters.
Continua a leggere “Lo Storytelling porta la Customer Experience al next level”
AICEX: La tecnologia ci consente di tenere facilmente traccia del 100% delle customer journey sui canali digitali, ma i processi e le organizzazioni aziendali talvolta rappresentano un ostacolo.
It is no longer enough for businesses to have a dedicated mobile website — in fact, Gartner predicts that 20 percent of brands will abandon their websites by 2019. Realizing this trend, some companies have already adopted a “mobile first” approach. Separate versions of a site are unwieldy and introduce unnecessary confusion, both when a visitor accesses a site via a different device, or when an IT department attempts to fix a bug on the back end. While individuals still advocate for a central company website, the growing importance of social media cannot be denied.
In a similar way that customers expect a consistent experience across multiple channels and devices, it only makes sense that advanced enterprise digital analytics solutions, such as session replay, click maps, and conversion optimization solutions will converge as well and be supported by web and mobile unified platforms. This convergence of analytics will enable companies to move away from a siloed channel-centric approach and embrace a truly customer centric approach. With 2017 being the tipping point for this shift, below are four predictions that will revolutionize the way enterprises look at customer data:
Continua a leggere “Come le aziende potrebbero utilizzare i dati che possiedono”
Associazione Italiana Customer Experience - AICEX 
Devi effettuare l'accesso per postare un commento.