Employees are clamoring for it – the ability to leverage CX technology to better serve customers. By all appearances, employees, the people actually on the front lines with customers, fully grasp that mobile CX technology can be a game-changer when it comes to offering fully personalized customer experiences. Consider this from a recent article in CustomerThink: “If employees have easy mobile access to more relevant, personalized, and intelligent information in the moment, the customer engagement transforms along with it.” We couldn’t agree more. This may be a case of where the personnel in the trenches are ahead of company executives making decisions – and it may fall to them to lead their organizations to the realization that harnessing technology can dramatically enhance customer experience. If associates can accomplish this goal, 2016 will shape up to be a very good year for retailers.
As we gear up for another exciting year, I’m excited to announce that ENGAGEcx, along with sponsors Cisco Meraki, IBM Silverpop and Sparks Grove, is inviting retail innovators to an exclusive event during the National Retail Federation’s Big Show (NRF 2016). From crafted cocktails to well-purposed technology, this off-siteexecutive retail event Sunday, January 17th, from 5:00 pm – 7:00 pm promises excitement, education and executive networking with the NRF Big Show as the backdrop.
Most businesses are in desperate search of the moments that drive engagement and advocacy in a customer’s path to purchase. Unfortunately, organizational silos often make it difficult to see customers or their influencing moments that could lead to improved customer experience– as the data across channels is almost always inaccessible and organized differently.
This month, Mobile Commerce Dailypublished an article on cosmetics giant Sephora and its new “flash store” which is intended to bridge the digital divide between brick-and-mortar and online sales. The flash store opened in Paris and still offers Sephora’s vast array of cosmetic products, but the store is also equipped with a digital catalog and discovery tablets to help shoppers explore coveted beauty looks and experiment with new products. Sephora’s goal is to make the in-store shopping experience so good that customers won’t wander off to companies like Amazon to replenish their favorite eyeliner or moisturizer.
Rapidly growing ENGAGE.cx expands executive team with Chief Revenue Officer Eric Larson
November 18, 2015 (Atlanta, GA) – ENGAGE.cx is pleased to announce that Eric Larson, former executive at Oracle and HelloWorld, Inc., has joined the company as the new Head of Revenue. Larson will be leading all revenue generating functions such as sales, customer success, lead generation, pricing, and revenue management for ENGAGE.cx.
Retail has made a huge transition in recent years and the predictions have been far reaching for the future of both physical and digital shopping. No longer is there a line between brick-and-mortar, mobile and ecommerce, quite simply “It’s not physical or digital; it’s physical with digital.” says a recent AT Kearney report. ENGAGE.cx sits at the presipice of this new retail world and builds the necessary bridge for retailers to their consumers aross every channel.
Matt Goddard, CEO of digital marketing and technology company R2integrated, recentlypublished a piece in MarketingProfs asserting that data is the problem most likely to keep “CMOs up at night.” Goddard cites astudy by IBM that finds CMOs feel most unprepared for dealing with the “data explosion” among all the changes going on currently in the marketing arena. He defines the problem as one of scale: “The more people marketers try to reach—the more consumer segments they carve from data—the harder it becomes to deliver relevant content to each person.”
Marketers are always looking for the next, best way to measure where sales are coming from. The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Why else would big names like Google, AOL, and Nielsen be investing in MTAs to help clients optimize ad spend? But, David Rekuc, Marketing Director for Ripen eCommercewrites in Marketing Land this month that looking for the perfect attribution model is a fool’s errand.
It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service.
Deloitte Digital recently released the results ofits survey of thousands of consumers. This is the third year Deloitte has conducted this survey, which is designed to understand how consumers are engaging with digital when shopping, as well as quantify how these interactions influence their in-store purchase behavior. Deloitte concluded that the divide between consumers’ digital expectations and retailers’ ability to satisfy those expectations is growing wider and wider.
At ENGAGE.cx, we believe that with the right cx tech, it doesn’t have to be this way.
Imagine this dream scenario when planning your next vacation or business trip. You jump online to check out the availability with your favorite hotel company at your targeted destination. While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department.