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Customer experience is today’s hottest business topic

Welcome to the Reading Room – a short round up of interesting reading about anything and everything to do with digital communication and customer experience.

Today’s focus in our Reading Room is customer experience (CX), which is currently a hot business topic. Read on to discover more about customer experience – in a digital environment, trends shaping its future and some tips on how to create a great CX strategy…

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Digital communication dominates customer engagement

This blog post includes an option to download a report, which presents the results of a consumer survey on how customers are engaging with brands and what they prefer (and expect)  in terms of devices, media and channels when it comes to digital interaction. It also provides some great quotable statistics such as: 8/10 consumers use a digital device to contact a company, yet Baby Boomers still use landlines!

  • Publisher: Startek
  • Access: Requires registration
  • Download: 1.37 mb
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5 trends shaping the future of customer experience in 2017

Blake Morgan publishes her annual prediction on the trends that will shape customer experience in 2017. The trends themselves are mostly the same as for 2016, but the author’s personal anecdotes relating to each one, makes this a really fun and interesting read. Can your washing machine manufacturer diagnose problems on your appliance via your mobile phone?

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7 Ways to create a great customer experience strategy

Customer experience is definitely 2017’s hottest business topic! This article is a good read for 2 reasons: 1) it gives a great ground-up view of what customer experience management is and how it differs from customer service and 2) it links to excellent research articles to drill down into specific interest areas.

Alison Treadaway

Alison Treadaway

Chief Marketing Officer (CMO)

Alison Treadaway is the ​Chief Marketing Officer (CMO) at Striata. She joined Striata in 2002 and served as managing director of the African region for 13 years. Prior to this, her experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data. Her professional certifications and licenses include a Bachelor of Arts (English, German, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels: