Following in the footsteps of the tech giants to enhance customer experience
Google, Apple, Amazon and Facebook have set the tone for customer experience (CX) by creating experiences that are innovative and useful, as well as convenient and easy to navigate, says a recent Forrester Report entitled “Four tech giants dominate your customer experience”. The report maintains that marketers should know how to use the tools provided by these tech giants to understand, and meet, their own customers’ expectations. The report reveals that these tech companies have essentially used five elements to enhance their CX and to successfully expand into markets across the board: these elements that their experiences are intelligent, intuitive, they account for context, they’re omnipresent and they are powered by a broad ecosystem. As such, they get to know consumers and predict their needs, responding to them quickly. They’re so easy to use that even today’s toddler can find his way around an iPhone – no user manual required. They’re leading the way in artificial intelligenc...
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