The 2018 customer experience trend predictions to watch in include companies re-aligning with their brand promises, building customer-centric company cultures. They also predict that companies will focus on empathy and emotion in building positive experiences for customers which we love.
The customer experience predictions are:
- Metric Reexamination. Companies will revamp and reconfigure their underperforming measurement programs.
- Customer Feedback Pullback. Companies will cut back on customer surveys and focus on their data collection on areas where they are prepared to take action.
- Voice Recognition Momentum. Companies will focus much more heavily on speech recognition for insights and interfaces.
- Brand Promise Alignment. Companies will undergo projects to clarify or redefine the meaning of their brand and explicitly articulate their customer promises.
- Experience Design Orientation. Design-oriented projects and efforts will increase as companies try to internalize experience design capabilities.
- Customer Journey Expansion. Companies will realign their metrics, analytics, experience design, and innovation around customer journeys.
- Digital Integration. Companies will take the next step to digitation by building (and analyzing) experiences that tie together digital channels with contact centers and physical locations.
- Chatbot Rationalization. The short-term hysteria for chatbots will subside, but a longer-term wave of new AI-based applications will emerge.
- Personal Popularization. Design personas and behavioral segments will become an even more mainstream tool.
- Analytics Expertise Shortage. Companies will aggressively recruit limit analytics experts and invest in retraining and retooling internal employees to fill this role.
- Preemptive Problem Resolution. Service organizations will apply predictive analytics to find use cases where they can proactively resolve and avoid customer issues.
- Newly Energized Executives. More senior leaders will jump on the customer experience bandwagon with an unrealistic sense of what it takes to drive success.
- Customer Experience Dispersion. The term “customer experience” will continue to be misused and its meaning will become increasingly diluted.
- Emergence of “People and Culture.” There will be a dramatic jump in the number of efforts that a explicably focused on creating customer-centric culture.
- Empathy & Emotion Dialogue. In “The Year of Humanity,” we expect to see executive agendas actually contain the words “emotion” and “empathy” on them.
Review the rest of the trends in the infographic below, and see if you’ve already noticed some of them coming to fruition — either at your company, or for you as a customer.