For these reasons, we’re calling 2017 “The Year of Purpose.”
In 2017, we expect to see more leaders sharpening and sharing their organization’s purpose.
After our push to Intensify Emotion in 2016, I’m happy to say that the needle is moving! As we anticipated, many companies started to recognize the importance of emotion, with the help of many vendors who are working to demystify this key area. In 2017, we expect to see even more organizations focus on customer emotion and start to embed these efforts in their ongoing operations.
Orienting Around Customer Journeys.
Customer journey mapping continues to grow in popularity as companies recognize the need to develop a more customer-oriented viewpoint. That’s why we see so much demand for our customer journey mapping workshops. However, this tool only affects a small portion of an organization. To help companies embed thinking about customer journeys into day-to-day decisions across the entire organization, we created Customer Journey Thinking©. In 2017, we expect more companies to realign their metrics, analytics, experience design, and innovation around customer journeys.