MyCustomer's 10 most popular blog posts of 2019by
What have our community of bloggers been writing about this year - and which posts have struck a chord?
MyCustomer's active community of bloggers have been sharing their thoughts on a wide variety of topics this year, delivering hot takes on the likes of the rise of AI, the ongoing challenges of GDPR compliance, measuring customer emotions and customer engagement in the age of short attention spans.
Let's look at our ten most-read blog posts to see what our community has been talking about - and what has resonated the most.
1. 14 effective ways to celebrate CX Day 2019
Stacy Sherman was one of MyCustomer's 25 CX Leader of the Year finalists. She has also been leading CX Day festivities over the years to raise awareness of customer experience management. In this post, she explains what CX Day is, why you should also be celebrating it, and shares some ideas about how you can get started.
2. 3 ways to overcome fragmented customer journeys
With the digital landscape rapidly evolving, only those capable of pivoting quickly to new channels and platforms will survive. So, how can a brand position itself to compete now and in the coming years? In this post, Crownpeak's Darren Guarnaccia argues that a future-proof foundation must be built now, which – if implemented correctly – will set the stage for unrivalled power and agility later.
3. 4 trends for experience-driven marketing in 2019
Sharing findings from Episerver research, Joey Moore shares four top marketing-technology trends that drive better customer experiences, including post-GDPR personalisation and augmented reality.
4. What is the Monzo approach to CX?
FinTech ‘unicorn’ Monzo provides app-based banking to almost two million customers and was rated top for account satisfaction by Which? in 2018. In this post from KAE Consulting, Monzo's customer operations and community specialist Simon Balmain explains how radical transparency became an award-winning formula for world class customer experience.
5. The 3 pillars of CRM success
For a CRM initiative to be successful and deliver the desired business outcomes, there are three key elements that need to have equal attention paid to them. Workbooks' Penny Lowe explores what these are and how they can be optimised.
6. 3 trends in customer-centric product management
In a survey of 253 product managers from large enterprises and startups throughout the U.S., Alpha found notable long-term trends that highlight the maturation of a field that is becoming more advanced and coalescing around a standard set of best practices for building products that customers want. This post by Alpha's Mike Fishbein covers the three most notable trends.
7. 5 tips on how to delight your customers
Some companies use technology to replace human customer service, but in fact, when used in the right way and at the right time, technology can actually augment and support the delivery of a human-driven service that builds loyalty. There are many real-life examples of UK companies that have transformed their customer service using technology, and in this post ServiceNow's Paul Hardy shares five lessons from some of those businesses.
8. What is XM and which brands are doing it well?
Earlier this year, business intelligence giant SAP acquired ‘experience management’ firm Qualtrics for $8 billion. Described by one expert as “a marriage that is fundamental to the future of effective data-driven marketing”, the deal has been seen as a major indicator to the future importance of experience management within customer-centric businesses. In this post, Qualtrics' Ian McVey defines experience management and shares case study examples of brands that have transformed their customer and employee engagement through XM.
9. AI is predicting the path to CX success
AI will transform customer experience like nothing before it, delighting consumers while also helping to deliver the outcomes businesses want. But, Brendan Dykes of Genesys argues, the future will remain one that requires a blend of cutting-edge technological innovation and human sensitivity – of AI and skilled people.
10. Behavioural science moves beyond marketing to CX
There is increasing evidence that a behavioural science movement is beginning to flourish, with more and more educated professionals taking up customer experience roles in behavioural economics. Forrester's Ryan Hart shares examples of how some behavioural science concepts have clear relevance for CX.
Neil Davey was previously the editor of MyCustomer from 2007 until May 2023. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management.
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