Over the recent years customer experience has dramatically grown in value to supersede product quality and price. Companies that deliver outstanding customer experience can truly win over the competition, retain more loyal customers and improve their bottom line. So what’s trending in the world of CX today? Since customer expectations are changing just as rapidly as technology advancements, improving customer experience has become an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator. According to another survey by Harvard Business Review, 86% of business leaders agree that CX is vital for success.
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Customers 2020: The Future of B-to-B Customer Experience (Infographic)
What will your customers look like in 2020? What will they expect from your business? Will you be ready to meet their needs and expectations? According to the report Customers 2020 by Walker Information in collaboration with Customer Think and the Chief Customer Officer Council, in 2020 customers will be more intelligent, more informed and more demanding. As stated in the report, customer expectations are going to change dramatically as they will expect to interact on their terms. With the explosion of digital and acceleration on innovations, customers will demand companies to personalize the experience, predict and proactively address their current and future needs. Generally, by 2020 customer experience will overtake price and product as the key brand differentiator.
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