We are witnessing several small local businesses and even some established big players crashing mostly because they have no plan B besides closing their stores or seeing their services overloaded. But some smart responders have found alternatives and new ways to adapt and improve their customer experience (CX) strategy and are flexible and prepared enough. At the same time the ones that have been prepared already, like online retailers are facing double-digit sales volume increases. Taking the right action is crucial now for business survival and to retain or even gain new customers. But where to start?
There are lots…
Most organizations today are focusing on offering multiple channels for users to interact with their business, but that isn’t enough.
Seamlessness has been around for some time. Sadly I still call it buzzword but many organizations still suffer to be able to implement it in the correct way, but only a few have been able to make it happen.
No holistic view of the user journey can be one of the main reasons, besides as well most of the time the problem comes from the internal organization, where several product teams have a lack of understanding and communication.
In 2020 we will see the growth of voice search. The recent studies show that using voice as interaction is becoming the standard in daily life. Voice technology is getting smarter and adapting to the natural conversational language, bringing a new way of interaction that a text search never could.