If last year was the year of the employee, 2016 is the year of the customer. With executives finally beginning to understand that customer service is a competitive differentiator, businesses can expect an amazing year for customer experience.
What does the future of customer experience look like?
As new waves of predictions wash ashore, increasingly high expectations on savvy marketers to plan out bulletproof strategies come. This year no longer centers on features or price, but on providing flawless experiences to customers.
From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.
Embedded from TSM