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Customer experience trends to watch in 2013

Temkin Group's forecast of trends to watch this year suggests that this 'critical mass' of dedicated customer experience (CX) workers will cause the field to develop even more rapidly than before throughout organisations in every sector.

"We expect 2013 to be a very active year for customer experience," said Bruce Temkin, managing partner for Temkin Group. "Many companies are evolving past the early stages of customer experience maturity and are beginning to drive organisational transformation. That's great news for their customers and for the bottom lines on those companies."

In his blog post entitled '13 Customer Experience Trends to Watch in 2013', Temkin outlined the following customer experience trends:

1. The decline of surveys
   Companies will rely less on multiple-choice questions as a source of customer feedback.
2. The rise of text analytics
   More insights will come from unstructured content like comments on surveys, calls into the contact centre, social media conversations, and chat sessions with agents.
3. 'Big Data' predictive insights
   Customer feedback will be combined with troves of other operational and customer data to predict customer attitudes and behaviours.
4. Anticipatory service
   Service issues will be resolved before customers even complain.
5. Experience-infused product development
   Customer experience requirements will get embedded throughout entire product development processes.
6. Design-based process improvement
   Quality, customer experience, and design thinking will come together in powerful organisational change efforts.
7. Loyalty-focused contact centres
   The focus on long-term loyalty versus short-term costs will result in the on-shoring of previously off-shored contact centre interactions.
8. Appreciation of employee assets
   Employee engagement will become a key corporate priority.
9. Mobile, mobile, mobile
   Interactions will be designed that combine smart phones with other channels.
10. Software as an Experience
    Cloud-based software will begin a customer-centric transformation.
11. Resurgence of values
    Organisations will articulate and recommit to a core set of values.
12. Rethinking risk-experience trade-offs
    There will be more push back on and elimination of conservative legal and compliance rules that create poor customer experience.
13. Continuing CX education
    MBA programmes and corporate training departments will create and teach more customer experience content.

The full article explaining each trend in more detail has been published on Temkin Group's Experience Matters blog - click here.

Have you seen Easy Ways To Make Marketing Pay?

This is the marketing playbook that will help keep your business at the top of every customer's mind - and wallet - and help you increase Profits, Customer Satisfaction, Customer Retention, Customer Loyalty and Word-of-Mouth Advocacy, both online and offline.

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