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  • 1.  2018 CX Trends

    GENESYS
    Posted 10-26-2018 13:39
    Here is an article I find interesting, regarding the shift in Customer Experience emphases and trends for 2018. It was written at the end of 2017, so we can look back and see how things have really panned out based on the predictions.

    15 Customer Experience Trends for 2018 - Customer Experience Matters®
    Customer Experience Matters® remove preview
    15 Customer Experience Trends for 2018 - Customer Experience Matters®
    Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. We identify some of the key things that CX professionals will need to be on the lookout for throughout the upcoming year. Well, it's that time again. Metrics Reexamination.
    View this on Customer Experience Matters® >

    The top three:

    1. Metrics Reexamination. Although many organizations are using some CX metrics, such as NPS or satisfaction, as a core piece of their customer experience efforts, most have not built effective programs around these measurements. We're seeing an increasing number of companies rethinking the CX metrics they use and how those metrics are driving change across their organization. In 2018, we expect to see many companies revamping and reconfiguring their CX measurement programs.
    2. Customer Feedback Pullback.More and more companies have jumped on the voice of the customer bandwagon, sending surveys to customers after any and all interactions. Rather than providing companies with actionable insights, this slew of activity often just generates a lot of unused feedback and sometimes annoys customers along the way. In 2018, we expect to see companies cut back on the number of surveys they deploy and instead focus their data collection only on areas where they are prepared to take action.
    3. Voice Recognition Momentum. Now that text analytics tools have become a staple within customer insights toolkits, many companies are moving on to the next hurdle – speech analytics. At the same time, tools like Amazon Echo, Google Home, and Comcast's XFINITY remote are making people more comfortable interacting with digital products through natural voice interface. As a result of these two trends, in 2018 we expect companies to focus much more heavily on speech recognition for insights and interfaces.


    #CXMonth

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 2.  RE: 2018 CX Trends

    Posted 12-11-2018 13:21
    Really nice overview George

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    Micheal McComber
    Sutter Health Shared Services Premise
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