Tricia Morris sur Twitter : "The 4 Ps of next-gen #customerengagement: predictive, preemptive, proactive, personalized - 20 Top Customer Focused Takeaways from CRM Evolution - Microsoft Dynamics Blog. While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service Experience conference chaired by Esteban Kolsky, here is the long and short of top takeaways when it comes to customer service, customer engagement and customer experience from key speakers and analysts at the event: The Most Important Factors and Challenges in Customer Experience: According to a 2015 IDC customer experience survey of more than 700 organizations, the most important factors in achieving a superior customer experience are: (1) a consistent experience across channels, (2) capable, motivated personnel, and (3) excellent self-service capabilities on web or mobile.
For the final top takeaway (20.), Customer Service Experience conference chair and ThinkJar Principal and Founder Esteban Kolsky was kind enough to contribute his top takeaways across events: - Chat (on their quest for multichannel or omnichannel care) The digitization of everything — its impact on customer experience.
It’s 10:30 in the morning, and her Jawbone buzzes.
Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards the parking lot. Her device reminds her that she’s walked 1,430 steps today (and has only 6,070 to go until she reaches her daily goal). She’s digitally prompted to visit a new boutique that three of her friends have visited recently, and offered a coupon for 20% off if used during the next three hours. As she walks into the boutique, she’s greeted and invited to take a look at the latest winter fashions.
Customer Experience. Customer Retention. Customer Acquisition.