“Customer Experience is the New Marketing.” -Steve Cannon, CEO of Mercedes Benz USA
In our recent CX guide, we noted how difficult it can be for an organization to recover from a negative interaction with a consumer or other stakeholder. As customer satisfaction relies more heavily than ever on a reliably effective digital experience, business leaders need to understand digital transformation as more than an easy-to-use ecommerce site or a glorified FAQ page. Industry leaders see the importance of every channel, every touchpoint. According to a recent Gartner survey, multichannel consistency is the top CX priority for 2015, up from the seventh position in the 2014 project list.
The Business Impact of CX*
Recently, MacComascaigh and his Gartner colleague Jim Murphy delivered these three tips:**
1.Unless you want to be left behind, start diversifying your content “at a high level of granularity, from a broad range of sources”
2.Your home page isn’t your digital holy grail, so “digital content leaders must rethink their principles, processes and technologies”
3.Wake up and innovate: Take advantage of new technologies to guide customer behavior and drive ongoing digital engagement
Regarding the third point, we’re seeing more and more examples among our customers and partners of how Oracle cloud solutions (Marketing Cloud, Sales Cloud, Service Cloud, and more) are enabling the end-to-end engagement that customers demand today. According to Harish Venkat, Oracle’s VP of Business Development in North America,”Technology has shifted the balance of power in the traditional value chain from producers to intermediaries – and now to buyers. Investors have rewarded companies that have best capitalized on this value chain shift.”
*Source: Temken Group
**Source: CMSWire
