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…
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
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?
- Publisher: Blake Morgan on Forbes
- Access: Public article
- Download: None
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.
- Publisher: Steven MacDonald on SuperOffice
- Access: Public
- Download: None
Alison Treadaway
Vice President, Marketing, Striata, a Doxim Company
She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.
Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, 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:
