CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018

When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Top management alignment/greater focus for Customer Experience Strategy

Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success. Forrester reported this year that the top three challenges for a customer experience program include organizational culture (54%), organizational structures (45%), and processes (41%), and thus more focus on internal customer.

Personalization with less customer’s effort

Time is of the essence for all and hence personalized experiences which are seamless and intuitive will create an edge for an organization.

Technology

Technology is an enabler for simplifying experiences for greater customer intimacy through insights to assist decision making and execution. Adapting technology can be a challenge without clear strategy, road map for execution with few resources aligned to it. So, think about it.

Integrated organizational systems

• As Customers don’t care if the person they are talking to works in marketing, sales, or IT — they just want to have a personalized interaction with the brand for their needs and problems to be solved.

Price becomes less relevant with GREAT customer experience.

Augmented reality

It can give customers a more realistic idea of what an experience will be like — or help the customer make a better decision for themselves and their family especially for healthcare, retail, insurance, and hospitality companies.

Pro-active customer experience strategy

• to detect problem areas and fixing them before the customer notice will be an important thrust and focus area to work on. With digital infrastructure and strategy in place to support a hybrid workforce for greater customer engagement.