Customer Experience: Expert Predictions for 2017

Many companies are in the midst of their strategic planning for the year. One area of business that cannot be ignored is the importance of customer experience (CX)—in fact, Gartner predicted that, by 2017, 89% of marketers expected customer experience to be the primary differentiator (Source: Gartner).  Clearly, CX matters.

The question is where should companies focus their CX efforts this year?

To gain deeper insight on this question, we asked four prominent CX industry leaders from Temkin Group, Walker, Technology Services Industry Association, and Dell to share their perspectives.

Here’s what they have to say…

“For 2017, I’d like to see customer experience efforts more clearly acknowledge that customers are human beings. I know that sounds a bit odd, since what else are customers if they’re not human beings?!? All too often, however, I see customer experience activities that implicitly assume that customers aren’t actually human beings. How? They regularly neglect emotions, motivations, intuitive thinking, and individuality.

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