Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In 2018, becoming a winning company with a devoted fan base is no easy feat. With a crowded online marketplace and so many variables at work (be they social media, evolving digital tools, emerging AI, employee turnover, cutbacks, or the increasingly discerning consumers in the global market), developing a workable strategy to engage with – and win over – the hearts of customers can seem impossible. No need to feel defeated, though: Certain trends are emerging that businesses should set a course to follow this year to vie for the number one spot. Achieving a top CX strategy is an integral part of this journey, and remains the number one priority for companies across the globe. Many are already wise to this fact: According to Forbes, as of last year, 75% of companies suggested that their prime objective was to cultivate an outstanding customer experience game plan in the future.
Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. Among them, one thing is certain: It’s time to invite your customers onto your team, and win. Continue reading