Cover art for podcast Viral Solutions: Your Chief Marketing Officer | Marketing and Business Strategy

Viral Solutions: Your Chief Marketing Officer | Marketing and Business Strategy

646 EpisodesProduced by Viral SolutionsWebsite

On this podcast, we talk about marketing strategies and tactics. Many of our podcast episodes will cover strategic marketing (segmentation, targeting, positioning, market orientation, branding, and offering development), but we will also discuss tactical marketing (Facebook advertising, email market… read more

10:59

What Is the Role of Technology in the Future of Customer Experience?

Technology is changing everything, and it will continue to do so. Make no mistake, there is no industry or aspect of business that is not affected by it, and the future of customer experience is no different.

Let’s look at some examples:

  • We now have voice-activated devices and smart appliances to help us manage our home lives with more ease.
  • Our kids have virtual reality game consoles.
  • We are constantly learning new software for our jobs.
  • Stores that couldn’t figure out how to offer online shopping (such as Toys”R”Us) have gone out of business.
  • There is an app for everything.

And what is the link that holds all of this together? It’s customer experience (CX).

More and more, consumers are demanding special treatment, and many are willing to pay more for it. In fact, 69% of consumers want a personalized customer experience. As a result, technology will have a major role to play in the future of customer experience.

It’s what will allow the most successful companies to offer the convenience, personalization, and engagement that people want in this new decade.

Will that be you?

Listen, when a company’s technology is outdated, it speaks volumes to their customers. And what it says is this: “You’re not important enough for us to keep up with what you want and what will make your life easier.”

The fact is we are at a place in time when no one wants to fumble around on a website or app that isn’t seamless, intuitive, and basically able to predict our needs as we use it.

Why You Should Use Technology to Improve the Future of Customer Experience at Your Company
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