This is our weekly digest of the latest customer experience stories. Whatever you do next week, don’t worry about reading up too much on the latest customer experience developments. This weekly post will make sure you stay on top of the week’s biggest stories.
Retailers are getting omnichannel wrong
A new survey reveals that many retailers are getting omnichannel wrong. Consumers are left feeling overwhelmed, instead of aided, by the choices being presented to them. The survey found that 73% of respondents had to repeat details of their customer service complaint in separate interactions during the resolution process. Read the article here.
Omnichannel consumers need support that fluidly matches their journey. Read our guide about how to do omnichannel not just better, but best, right here.
Stop telling us to switch off – we live in a digital culture now
Reacting to the news that France is encouraging employees to disconnect from work at the weekend, The Guardian has published an op-ed arguing that doing so would be impossible. Digital now completely embedded in our daily lives. Read the article here.
Customer dissatisfaction with mobile carriers runs high
A recent CapGemini survey has found that 52% of US consumers would switch to Facebook, Google or Apple if they were to introduce mobile carrier services. A further 62% would would be willing to switch to a digital-only mobile provider that offers its services without storefronts or dealers, compared to 58 percent in the overall study, including in Europe. Read more of the survey’s findings here.
Our recent research paper backs up CapGemini’s research. Find out why telcos’ contact channels are letting them down in “The Illusion of Digital Success in the Telecoms Industry”, here.
My wish for 2017: pervasive personalization
The case for personalization is argued in this interview with Erik Lautier: “a level of personalization carried far beyond the landing page, to site content, through checkout, and post-purchase, and of course into marketing.” Read the interview in full here.
Belgian police warn: be careful about your Facebook reactions
It’s to be expected that the country housing the EU and NATO headquarters has their finger on the pulse of digital privacy. And after forcing Facebook to stop tracking non-users with its browser cookies, Belgian forces have come down on the social networking giant once more. The warning this time? That Facebook reactions are there to erode your privacy. Read the article here.
Last week we touched on chatbots, making discoveries at the speed of light, Big Data, advancements in the insurance industry and Further Future. If you missed that, you can read it right here. Have a great weekend!