Customer Experience, Mobility and Social Media’s Continuing Influence
As with any planning cycle, the beginning of the year recommends trends to watch and how they will impact the coming year. At mid-year, we wanted to go back and understand the continuing influence of these trends.
1.Customer Experience Focus
The Temkin Group’s report on Customer Experience Expectations and Plans for 2018 (https://temkingroup.com/product/customer-experience-expectations-plans-2018/) finds that 62% of companies surveyed expect to spend more on CX in 2018 than they did in 2017 and that 81% of companies expect CX to be more important in 2018 than it was in 2017 as companies strive to retain existing customers and compete for new ones.
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