Customer and Digital Experience Excellence
A research & publication project by img and the University of Mannheim
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The project short and crispy
img and the University of Mannheim are working together to examine and define the topic of Customer and Digital Experience Excellence (C/DXE) from a scientific as well as practical perspective, thereby creating a standard work on the subject.
On this blog, results in forms of definitions, value creation potential, case studies or recommendations for action, are continuously prepared and published until they are finally concluded in the form of a book.
Artificial Intelligence: Enabler and Accelerator for Digital Customer Experiences
In this day and age, consumers no longer want a product or service to simply fulfill its basic functionality, like e.g., being able to get from A to B when purchasing a car. Artificial intelligence offers new possibilities in order to create excellent customer experiences.
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Even though the pandemic has accelerated these 11 trends named by Josh Howarth, they are still on a growth trajectory. What connects and drives most of them is technology. Especially in the areas of fintech (digital wallets), social media (social shopping) and augmented reality (VR/AR shopping). Those who want to differentiate themselves from the competition with an excellent customer journey and increase their sales will find new potential in these trends.