15 Customer Experience Trends
The Year of Humanity
- Metrics Reexamination
Companies will revamp and reconfigure their underperforming CX measurement programs.
- Customer Feedback Pullback
Companies will cut back on the number of customer surveys and focus their data collection on areas where they are prepared to take action.
- Voice Recognition Momentum
Companies will focus much more heavily on speech recognition for insights and interfaces.
- Brand Promise Alignment
Companies will undergo projects to clarify or redefine the meaning of their brand and explicity articulate their customer promises.
- Experience Design Orientation
Design-oriented projects and efforts will increase as companies try to internalize experience design capabilities.
- Customer Journey Expansion
Companies will realign their metrics analytics, experience design, and innovation around customer journeys.
- Digital Integration
Companies will take the next step to digitation by building (and analyzing) experiences that tie together digital channels with contact centers and physical locations.
- Chatbot Rationalization
The short-term hysteria for chatbots will subside, but a longer-term wave of new AI-based applications will emerge.
- Persona Popularization
Design personas and behavioral segments will become an even more mainstream tool.
- Analytics Expertise Shortage
Companies will aggressively recruit limited analytics experts and invest in retraining and retooling internal employees to fill this role.
- Preemptive Problem Resolution
Service organizations will apply predictive analytics to find use cases where they can proactively resolve and avoid customer issues.
- Newly Energized Executives
More senior leaders will jump on the customer experience bandwagon with an unrealistics sense of what it takes to drive success.
- Customer Experience Dispersion
The term “customer experience” will continue to be misused and its meaning will become increasingly diluted.
- Emergence of “People and Culture”
There will be a dramatic jump in the number of efforts that are explicitly focused on creating customer-centric culture.
- Empathy & Emotion Dialogue
In “The Year of Humanity”, we expect to see executive agendas actually contain the words “emotion” and “empathy” on them.