Tuesday, January 8, 2013

13 Customer Experience Trends to Watch in 2013

2012 was a very active year for customer experience management. According to Bruce Temkin of the Temkin Group, 2013 will be an even more robust year as we move deeper into the Era of Customer Experience (CX) Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity:
  1. Decline of surveys.
  2. Rise of text analytics.
  3. “Big data” predictive insights
  4. Anticipatory service.    
  5. Experience-infused product development.     
  6. Design-based process improvement.    
  7. Loyalty-focused contact centers.    
  8. Appreciation of employee assets.
  9. Mobile, mobile, mobile.
  10. Software as an Experience.
  11. Resurgence of values.           
  12. Rethinking risk-experience trade-offs.
  13. Continuing CX education.
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