Join our panel of experts as they discuss five trends affecting customer experience.
- It’s About Me: Customer Narcissism. While business leaders today would like to think the customer is at the heart of all they do, if we are honest with ourselves, they probably aren’t. CX of the past has been focused on interacting and speaking to customers at the aggregate or, at best, segmented level. CX of the future will require both understanding and action at a very personal and individual level.
- Desperately Seeking Human. As corporate distrust and disgust levels rise, consumers are gravitating toward brands and companies that show customers genuine empathy, honesty, and personality. Consumers feel that faceless “corporate” businesses have failed them. We are looking for genuine interactions with companies – across channels – that are honest, transparent, and authentic.
- I Knew You Wanted That. It’s time to stop using CX exclusively in a reactive mode and turn our attention to a proactive approach. We now have the technology to become predictive in helpful ways to customers. The concept is about anticipating and fulfilling needs at the individual level using behavioral, emotional, and attitudinal data and delivering customer value.
- The Clear Blurred Line. Customer experience research used to be all about measurement. Researchers needed to provide reliable and valid measures of what was happening during the customer service experience so companies could improve their processes. In the future, customer experience research will become a series of two-way contacts to both measure and support the customer throughout the ownership lifecycle.
- TechnoUbiquity. Within the CX industry, the last 3-5 years have brought technology innovation that has changed the way companies engage and respond to customer concerns. Real-time analytics and advanced tools to harness big data provide the learning and insight to help customer-oriented companies act more quickly and decisively to improve the bottom line.