Customer Experience

2016: The Year of Technology-Enhanced CX

by David Trice on January 15, 2016

 

Advancements in CX Technology Expected in 2016

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.

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David Trice2016: The Year of Technology-Enhanced CX

Join ENGAGE.cx at NRF 2016: Exclusive Customer Experience Event on January 17th

by David Trice on January 5, 2016

 

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-site executive 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.

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David TriceJoin ENGAGE.cx at NRF 2016: Exclusive Customer Experience Event on January 17th

The Moments that Matter to Improved Customer Experience

by David Trice on December 7, 2015

Improved Customer ExperienceMost 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.

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David TriceThe Moments that Matter to Improved Customer Experience

Sephora & Bridging the Digital / Brick-&-Mortar Divide for Better Retail CX

by David Trice on November 29, 2015

retail cxThis month, Mobile Commerce Daily published 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.

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David TriceSephora & Bridging the Digital / Brick-&-Mortar Divide for Better Retail CX

ROUNDING OUT THE TEAM, ENGAGE.cx HIRES FORMER ORACLE EXECUTIVE

by ENGAGEcx on November 18, 2015

Rapidly growing ENGAGE.cx expands executive team with Chief Revenue Officer Eric Larson

Eric Lasrson Formerly Oracle and HelloWorld

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.

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ENGAGEcxROUNDING OUT THE TEAM, ENGAGE.cx HIRES FORMER ORACLE EXECUTIVE

It’s Not the Amount of Customer Data that’s the Problem. It’s How You Use It.

by ENGAGEcx on November 12, 2015

customer dataMatt Goddard, CEO of digital marketing and technology company R2integrated, recently published a piece in MarketingProfs asserting that data is the problem most likely to keep “CMOs up at night.” Goddard cites a study 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.”

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ENGAGEcxIt’s Not the Amount of Customer Data that’s the Problem. It’s How You Use It.

The Customer Lifecycle Attribution Model — One Customer, Many Channels

by David Trice on October 28, 2015

The Customer Lifecycle Attribution ModelMarketers 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 eCommerce writes in Marketing Land this month that looking for the perfect attribution model is a fool’s errand.

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David TriceThe Customer Lifecycle Attribution Model — One Customer, Many Channels

Optimizing the Guest Journey to Increase Customer Engagement

by David Trice on October 14, 2015

customer journey to increase customer engagementIt’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.

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David TriceOptimizing the Guest Journey to Increase Customer Engagement

Embracing Your Digital Influence for Exceptional Customer Experience

by David Trice on September 29, 2015

exceptional customer experienceDeloitte Digital recently released the results of its 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.

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David TriceEmbracing Your Digital Influence for Exceptional Customer Experience

Operationalizing the Guest Experience for Hospitality

by David Trice on September 23, 2015

great customer experience cx techImagine 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.

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David TriceOperationalizing the Guest Experience for Hospitality