Forrester defines digital experience platforms as “software to manage, deliver, and optimize experiences consistently across every digital touchpoint.” According to a survey conducted by Forrester in Q3 2021 on Digital Platform Experiences, Salesforce was named as a leader in “The Forrester Wave” Report. The key statement in the report says, “Compared with other vendors we evaluated, Salesforce shows [...]
In today’s world of digitalization, the top motive for enterprises is to ensure a robust digital customer experience. However, tracking this experience has been a challenge for eons. The advent of emerging technologies such as Artificial Intelligence (AI)/Machine Learning (ML), 5G, Internet of Things (IoT), and Big Data & Analytics, has made measuring customer experience possible now. According to Ed [...]
Building customer loyalty and satisfaction is the key for any customer experience leader to meet their company’s business goals and improve return on investment (ROI). However, many companies fall prey to just trying to fix their existing pain points instead of creating new innovative customer experience projects that really make a difference. According to a recent [...]
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better” – Jeff Bezos, CEO, Amazon Gartner says organizations that focus their personalized messaging around helping consumers can expect [...]
Business coach David J. Greer says, “A customer talking about their experience with you is worth ten times that which you write or say about yourself.” The internet has opened multiple direct communication channels between a brand and its customer. Unlike the pre-internet era where a huge gap existed in [...]
“The biggest challenge for a lot of brands is that they’re focused on quarterly results, rather than innovating for the future,” often because they need to meet the short-term expectations of stakeholders, says Augie Ray, Research Director at Gartner in a recent report. “Brands need to recognize that there [...]
Digitization has pervaded almost every aspect of our personal as well as professional lives. This has made it necessary for the businesses to embrace and execute well-defined and well-planned Customer Experience Testing strategies in order to keep the customers loyal, satisfied, and happy. Difference between User and Customer Experience The [...]
