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 Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices