The Macquarium Blog | Customer Experience

Accelerate your voice development with Banter

Posted by Will Payman on May 23, 2019 10:52:00 AM

Macquarium is pleased to announce a new strategic alliance with Banter Technology to support the development of the next generation of voice-driven experiences. The Banter Intelligent Conversation Platform allows brands to create conversational experiences that can then be deployed across multiple smart speakers, in-app voicebots and chatbots, and even IVR, allowing for a high quality conversational experiences in all channels.

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Topics: Customer Experience, voice

Exploring Augmented Reality Use Cases

Posted by Jay Cann on May 6, 2019 3:13:00 PM

Augmented reality may sound like something very futuristic, but it’s very likely that you’ve already used Augmented Reality (AR) in some fashion. Have you ever played Pokemon Go? Used a Snapchat Lens? Perhaps an Instagram face filter? Memoji and Facemoji are pretty hot these days, especially combined with TikTok. AR works by superimposing digital images, text, 3D renders, or animation over a live view of the real world.

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Topics: User Experience, Customer Experience, Innovation, User Interface, IoT, Augmented Reality, AR, VR, Virtual Reality

Voice Is Changing Customer Experience. Are You Ready?

Posted by Will Payman on Apr 8, 2019 10:33:00 AM

 

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Topics: User Experience, Customer Experience, Conversational Commerce, voice

Time to Take Voice Seriously? - Part 2

Posted by Will Payman on Nov 27, 2018 10:03:00 AM

You can now watch Will Payman, VP of Strategy at Macquarium talk on the rise of voice technology. Will was speaking at CXTalks, Atlanta, and his 10 minute presentation was one of several presentations that focused on innovation and customer experience. In this talk he proposes that we are at the beginning of a new experience revolution and that voice technology is following a similar trajectory to that of the smartphone and mobile apps. This revolution will effect ever business in the same way as the smartphone did. 

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Topics: Emerging Technology, Customer Experience, CX, voice

Reimagining the Online Travel Experience

Posted by Macquarium on Aug 13, 2018 4:27:01 PM

Whether we daydream of sandy beaches, or the bustling streets of a far-away city, the desire to travel and experience the world is an all too familiar one. While we all look forward to vacations, few people enjoy the task of endless browsing and comparing dates and prices across multiple websites.

 

So why is it so difficult to book a vacation? When we look at customer behavior there are multiple steps that customers go through that are not really supported by many digital travel companies. Think with Google (among others) broke the task down into 4 distinct phases: Dreaming, Planning, Booking, and Experiencing.

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Topics: Customer Experience, CX, travel

Spreading Spring Joy with Krispy Kreme Doughnuts

Posted by Macquarium on May 16, 2018 2:07:00 PM

Spring is all about revitalization and delight. We can't think of a better way to partake in the delights of spring than to help a client like Krispy Kreme Doughnuts launch their fun doughnut treats and seasonal collections.

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Topics: Customer Experience, CX, Article

Macquarium to Speak at CX Talks Dallas 2018

Posted by Macquarium on Apr 5, 2018 3:18:22 PM

 

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Topics: Customer Experience, CX

Improving your CX with Smart Devices

Posted by Will Payman on Oct 4, 2017 12:47:54 PM

At the inagural CX Talks event, Will Payman, Macquarium's VP of Strategy, and Internet of Things (IoT) consultant Miguel Garcia delivered a presentation on how smart devices and services can be powerful tools to augment and improve your customer's experience.   With estimates of over 50B smart devices by 2020, there will be an explosion in touch points that Customer Experience professionals will have to create, manage, and optimize. This will require new thinking about the components of an experience, a potential shift from products to services, and new ways of measuring the experience. We believe that there are 3 things companies should be considering when they think about the next wave of experience building.

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Topics: Customer Experience, CX, smart devices, smart services, IoT

How to Woo, Wow, and Win to Increase Customer Loyalty

Posted by Amy Slack on Aug 18, 2017 4:23:00 PM

In a world filled with options, be it where to buy a product, or to get a ride to the airport or even to find a significant other, Customer Experience (CX) is one of the most powerful components to creating customer loyalty.  Using CX as the guiding principle for how you sell your product or service will help ensure you’re not inadvertently creating C-Exes. 

 

The truth of the matter is customers are willing to switch, if even partially, because of a bad experience.  It’s no longer enough to offer the product or service, you have to woo a customer to your site.  You have to wow them while they are on (and off) your site.  And finally, you must win their preference to return. 

 

There’s little dispute that Amazon is best in class at living this methodology, and the results to prove its value, too. They clearly have the customer at the forefront of their innovation and value how they can make life easier by focusing on the human aspect of the shopping, purchasing and using experience. 

 

“We see our customers as invited guests to a party, and we are the hosts.  It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Amazon CEO

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Topics: Customer Experience, CX, Customer acquisition, Customer retention, Loyalty, Article