Whitepaper & Media Center
NGCX 2019 Innovation Briefing
In our reports and conferences, we pride ourselves on bringing our audience behind the scenes at the most successful customer experience initiatives. As a senior level executive responsiblefor customer experience, it is more critical than ever to stay abreast on how new technologies and strategies are deployed to gain advantages in customer experience and loyalty. In this brief report, we give a snapshot of how several large brands are prioritizing customer experience and reaping the benefits.
2019 Director’s Report
Practically every industry is being disrupted by quicker, nimbler, and more innovative companies reinventing the customer experience. Be it Amazon in retail, Airbnb in travel, Uber in auto, Fresh Direct in grocery, TransferWise in finance, or Netflix in media – there’s barely an industry in existence that hasn’t been permanently altered by these innovators. Together, in one form or another, they have revolutionized both the experiences and expectations of customers, leaving established players in a race to keep up. Have a read through this Director's Report for an exclusive "Moment in Time" for customer experience compiled by industry research surrounding some relevant benchmarking study questions.
Millennials as Customers: The 2018 NGCX Benchmark Report
The Millennial generation, defined as those born between the early ‘80s to the early 2000s, are a demographic with a deep connection to technology. Coming of age along with the development of the internet means that for many Millennials, keeping pace with the newest devices and trends is second nature. As the tools they use to reach out to each other have evolved, so have their expectations for service and the desire for more personal brand interactions. This makes it critical for businesses to learn to meet them on the channels that they favor and to develop a voice that feels authentic and accessible, or risk being passed over. To better understand how brands are tailoring their customer experiences to remain competitive as Millennials continue to come of age as consumers, NGCX surveyed 100 leading Customer Experience (CX) and User Experience (UX) executives on the effectiveness of their strategies, their levels of preparedness, and the technologies that they feel will have the greatest role to play in the near future.
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