As technology evolves and we learn more about what motivates human behavior, the field of customer experience (CX) will need to be continually updated. What has worked in the past might not be effective in the future.
Here are the nine CX trends that Temkin Group thinks you should factor into your CX efforts:
Leaders are beginning to recognize the role that purpose plays in motivating employees. An inspiring mission can be more of a draw for new employees than great pay or a great boss. At the same time, the uncertainty around the world creates a desire for people to find purpose and meaning in their lives. For these reasons, we’ve labeled 2017 “The Year of Purpose.”
For Temkin Group, 2016 was the “Year of Emotion,” as we highlighted the critical yet underserved area of customer emotions. Many companies have started to recognize the importance of emotion (it drives loyalty more than any other area of customer experience), with the help of many vendors that are working to demystify this key area. We expect to see even more organizations focus on customer emotion; a good way to start is by making emotions part of your ongoing vocabulary.