Customer experience in 2014 - Take 2

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Information about Customer experience in 2014 - Take 2
Business

Published on April 25, 2014

Author: Centrecom

Source: slideshare.net

Description

Continuing The Tempkin Group predictions for 2014. Among the key ones were more customer journey mapping, better collection of Voice of the Customer program feedback using things like topic specific surveys, comments on surveys, contact center calls, social media conversations and chats with agents, the evolution of contact centers into what Tempkin called Relationship Hubs (to improve customer loyalty), and integration of customer behavior data.

Customer experience (CX) refers to the total of all experiences the customer has with the business, based on all interactions and thoughts about the business. Customer experience is an integral part of customer relationship management (CRM). Customer experience in 2014

8. Deeper appreciation of employee assets Companies are beginning to see the deep connection between employee engagement and customer experience. Engaged employees are more than twice as likely to stay late at work, help someone at work even if they're not asked, and do something good for the company even if it's not expected of them. In 2014 we'll see more employee surveys, executives developing employee engagement goals, and managerial training focused on employee engagement.

9. Mobile, mobile, Mobile & Personal health monitoring takes off Devices will have more apps and sensors that will enable consumers to do more things wherever they go. We'll see a surge of personal health monitors. This isn't about mobile phones: It's about digital experiences integrated into everyday life.

10. Software as an experience continues The initial rise of cloud-based software (a.k.a. SaaS or software-as-a-service) focused on renting access to software instead of selling licenses. That makes sense, considering that Net Promoter Scores for tech vendors are more correlated to customer experience than product performance. As cloud-based software expands, we'll see these offerings cater more explicitly to the needs of customers. How? Simpler, more focused, more specialized applications (like smart phone apps), more emphasis on quick initial usability, more sharing of best practices (usage, not technical), and more customization based on the behavioural analysis of users.

11. Resurgence of purpose As companies push forward on their CX journeys, they'll find that there's nothing holding their efforts together. The desire to improve customer experience will fall victim to other priorities if the effort is not tied to the core values of the company. But many organizations focus so intently on their operations that they lose sight of their raisons d'être.

12. CX certification accelerates CX education The Customer Experience Professionals Association has launched its Certified Customer Experience Professional (CCXP) certification in 2014. This industry-wide certification helps solidifying the role of CX professionals and creates demand for more CX training.

13. The rise of “empathy” As companies increasingly focus on CX in 2014, they'll recognize that their organizations lack a deep understanding and appreciation for their customers. It's not a flaw in the people, just a natural result of an internal focus on day-to-day operations. From now on, we'll hear more executives talk about the need to build empathy for customers, making “empathy” the CX word for 2014.

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