As consumers become more empowered, organizations need to think about what it truly means to be “customer centric”. The best brands are the ones that have complete control over the entire customer experience. These are the companies that understand the nuances of the marketplace and know how to tailor service accordingly.
Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator, and 77.5% recognize it as the most important strategic performance measure. To stay competitive in the year ahead, it’s essential that you understand the most important trends.
Here are 10 leading customer experience trends for 2017. Continue reading