CXOchat

CXO: Customer Experience
Join us in discussion around key digital marketing trends for 2015.
   7 years ago
#CXOchatCXO: Customer Experience So you’ve got site traffic. What's next? Learn how to win real customer interactions.
   7 years ago
#CXOchatOptimizing Mobile Understand your customer journey to improve the overall customer experience.
IBM Watson Commerce
Q4: What are some examples of ways you’re reducing friction in the customer experience?
Ellen Valentine
Recommendations are huge!
Tim Crawford
Consider the different modes that *customers* want to be engaged. Not what the CO can do.
Ellen Valentine
Give every employee institutional memory of interactions, key information
Lindsay Malloy
Improving the personalization of #CX online and through #mobile.
Ellen Valentine
What are channel preferences! Honor them!
Nick Patel
Removing hassle!
Nick Patel
Adding value!
Natasha Bishop
Need seamless experience across channels. Remember my data!
Nick Patel
See the process from the customer’s eyes.
Ellen Valentine
Mobile is a big one. I see a huge oppty to make content an interactive tool. So many ipads out there, but not being used.
Phylicia Teymer
A4. Reduce friction by addressing the needs of the customer through open lines of comms w/ internal depts & data to answer quickly & appropriately.
Ellen Valentine
@nicky_3 Buyer Personas help you get this perspective!
Ellen Valentine
Anticipation reduces friction!
Adele Revella
don't guess what your customers want to know, ask them
Ellen Valentine
How can you anticipate your customer's needs?
IBM Watson Marketing
A4. Reaching customers on the right channel/device, when they want to be contacted is key.
Amber Armstrong
Give customers the ability to connect with other customers #networking #cx
Ellen Valentine
Marketer's going on sales calls is huge!
Ellen Valentine
@ambarmstrong Social selling at its best!
Adele Revella
@EllenValentine If you interviews customers about their experience, they will tell you what they want
IBM Watson Marketing
A4. It's about what the customer wants, when they want it. NOT about the marketing department's calendar.
Bruce Burdumy
deliver a true quality multichannel experience.... where mobile is easy to navigate and therefore powerful.
Kulbir Singh
Your last best experience anywhere sets the benchmark for your desired standards everywhere, so frequently revisit design, performance & consistency indicators
John Furrier
having connected "virtual spaces" in the future will lead to interesting new "touch points" to keep the connecting with customers alive and interactive
Brian Fanzo
Too often the community knows more about the product and services then the employees... key for brands is empowering and fostering that user to user engagement with the goal of a satisfied customer!
Natasha Bishop
@iSocialFanz Therein lies the problem
Kulbir Singh
The measure of success for design is the degree of its impact.
Kulbir Singh
While aesthetics, form etc are tangible outputs of design work, they are meaningless if they don’t somehow engage a new client activity for the enterprise
IBM Watson Commerce
Q6: Which executive(s) own customer experience in your company?
Ellen Valentine
This is a good question! I have seen the answer all across the board. Depends on exec!
Tim Crawford
A6: Arguably, all do. But from different perspectives.
Ellen Valentine
How invested in the CEO. Industries that typically are very focused are Airlines, Healthcare
IBM Watson Marketing
How often do you come across CXOs?
Ellen Valentine
A6. I think we will see more in the coming year.
Tim Crawford
@Silverpop CXO should be a horizontal facet, not a vertical function/ organization.
Ellen Valentine
Once CEOs realize that customer experience can be the ultimate differentiator, they will embrace it and assign resources at a high level.
Kulbir Singh
From clients i've engaged with, i've known CMOs, Chief Digital Officers, Chief Experience Officers & even Chief Awesomeness Officers owning #CX agendas...regardless, the KPIs need to be the same
John Furrier
silo'd organizations lead to a silo'd data problem; so my take is the flatter the org the easier it is to assign ownership; but this is huge question
Ellen Valentine
Chief Awesomeness Offficers! I love this!
Ellen Valentine
We all need to ask this question, earlier in the meeting.
Natasha Bishop
A6: I'd advocate for #CCO with laser focus on the customer cc@stephaniethum
Mark Salke
If you don't know the answer to this, there may be a problem.
Tim Crawford
@furrier There's a fallacy that creating specialized positions provides greater focus. It creates greater silos.
Brian Fanzo
The executives who don't talk about having an open door policy rather they get outside their door and talk with and engage the community and employees!
Tim Crawford
@iSocialFanz Customer engagement is one of the top issues that comes up in my disc w/ execs.
Mark Salke
@furrier This has made me think, John...
IBM Watson Commerce
Q8: Is anyone using geo-location tracking or iBeacons to improve the customer experience?
Ellen Valentine
This is a real customer experience opportunity!
Ellen Valentine
Of course esp in Retail.
Tim Crawford
A8: COs are toying w/ the idea. But IT, tech and process are limiting the progress.
Kulbir Singh
Barclays is testing iBeacon tech to improve in-branch accessibility
Ellen Valentine
A8 - Any plans to look at this in 2015?
Ellen Valentine
@skulbir or even where to put a branch!
Brian Fanzo
Key is utilizing these tools in a transparent way that doesn't come across as spying on the customer rather adding value and improving their experience... starts with honest data gathering!
IBM Watson Marketing
A8. Silverpop's @_davewalters provides great iBeacon insight here: http://www.silverpop...
Silverpop - Location Marketing 2.0 Arrives: The Impact of iBeacon
Apple’s announcement of the iBeacon functionality as part of its iOS7 operating system is a game-changer for how businesses will conduct location-based marketing in the future. If you’re interested in implementing location marketing in 2014, here are...
Ellen Valentine
Does anyone have any suggestions on how this tech could be used in B2B?
Kulbir Singh
Also, there's a new kid on the block " Mesh Beacons". Here's whats it all abouthttp://venturebeat.com/2014/12/06/move-over-ibeacons-here-come-mesh-beacons/
Kulbir Singh
http://venturebeat.c...
Move over, iBeacons -- here come mesh beacons
Mesh beacons, which utilize capabilities in version 4.1 of Bluetooth that came out last December, turn the current generation of location-broadcasting beacons into a two-way, Net-connected network.
Sunil
geolocation irrelevant for #CX
Ellen Valentine
Our 2015 Predictions Paper includes discussion of this: http://ibm.co/1wdLG8...
Brian Fanzo
@EllenValentine internally if you study employee movements and trends you could create better organized office layouts and increase the value of common space in the work environment!
Kulbir Singh
@EllenValentine Barclays Sheffield started trials this week with its own Beacon service called Barclays Access, that notifies staff when a customer with an accessibility need enters the branch.
Sunil
medium and social context have strong influence on #CX
IBM Watson Marketing
A8. Complement your iBeacon push messages with other marketing channels like email.
Tim Crawford
@Sunil803 Disagree. GeoLoc is key to ultimate personalization for CX long term. Right info, right method, right place.
John Furrier
Geo is hard bc the settings aren't always on
Ariana Gradow
@EllenValentine Ibeacons and BLE technology could be used to trigger location based features on smartphones, including business maps and possibly updates to employees when they are near a beacon
Ariana Gradow
I think BLE will be the future of all smartphones