079: 2016 Customer Experience Predictions

2016 is going to be a wild but shaky ride. Hold on tight! Where’s the next hairpin turn for your organization? Adam and Jeannie have some customer experience predictions to help keep you in your seat.

Customer Experience Predictions

The landscape of customer experience improvement has changed a lot over the past year. New tech means more robust service solutions and new ways to connect with customers. Hooray!

But be warned: It’s a two-way street. Better tech also means greater expectations from customers. They will put that new tech to the test, expecting better service, seamless cross-channel experiences, and unprecedented levels of customization. And as social customer care goes mainstream and loses its status as an “alternative” form of communication, customers have more power than ever to tarnish your brand when things go awry.

Did you know that 89% of companies are expected to compete mainly by the experience they provide for customers this year? That’s a tall order if you’re not looking ahead to what customers want next.

We’ve got you covered! Adam and Jeannie have been looking ahead for you. What’s next for customer experience? Listen in and get ready for an exciting year.

Related Content Jeannie’s free webinars at CXWebinar.com Gartner blog, Why Customer Experience is the Next Big Thing Episode 078, 2016 Customer Service Resolutions Episode 069, Embedded Customer Care

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Take care of yourself and take care of your customers.