CX a Critical Success Factor in 2016
Personalizing the customer experience (CX) has been on the radar of most consumer-centric companies and executives over the last 12 months.Whether it be streamlining the omnichannel experience to become more nimble to how customers want to be served and communicated with, or using big data to drive a more individualized shopping experiences, the way brands win with their customers has never been more important.
Forrester has recently published their 2016 Predictions for Customer Experience. In it, they address how companies will need to not only provide positive experiences, but also break away from their competitors with meaningful operational changes.
Here are a few predictions, as outlined by Forrester Analyst, Deanne Laufer:
- Increased crowdfunding efforts by companies in order to have a leg-up on competitors with CX technology and innovation.
- Gone are the days of slow and costly surveys. 2016 will bring an increased investment in new CX measurement tools to deliver faster, deeper customer insights.
- Customers will reward companies that anticipate their needs at an individual level and leave those that don’t.
To learn more on Forrester’s 2016 predictions, visit Laufer’s blog.