Customer Experience: Future Trends and Insights

Your customer is already benefiting from brands that utilize relevant data to deploy hidden intelligence and recommend or make decisions on their behalf. This frees up attention in the customer journey, from discovery to purchase, to maintenance and beyond. Amazon - Echo Look takes hands-free selfies and uses AI to recommend outfits for users.

Pirelli - Smart tires provide real-time data and automatically book maintenance when needed. Brands will continue to look at the customer journey and ask how they might incrementally improve the experience at each step. The boldest will work to eradicate steps all together and redefine expectations in the process. SITA - Autonomous, roving robots reduce flight check-in wait times.

Warby Parker - Vision test app lets customers get prescriptions from home. Burger King - Playstation gamers can order food by speaking, without leaving their video game session. Meanwhile, a wave of entrepreneurial startups continues to launch new solutions for old problems.

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Qatar Airways - Airlines offer free loaner laptops on flights in response to US ban. While few businesses can build a meaningful brand with puppies, pop-ups, pyrotechnics and PR stunts alone, the desire for playful, one of a kind, unexpected experiences is real.


Brave brands will experiment at every touchpoint and redefine expectations. Various - Instagram-friendly food creations offer the status-hungry a taste of the rainbow. Air France and Adidas - Cinderella-esque stunt makes kids travel home to collect second sneaker. This urge spread across the emerging global middle class and collided with the Experience Economy.

Today, hard-to-impress clientele seek self-actualization and a colorful story to share with peers. ChromaYoga - Chromatherapy yoga classes use color, scent and sound to induce trance-like state. The Met - Museum hosts guided workout tours of the gallery before regular opening hours.

RYU - Athleisure brand offers discount trade-in program for customers hitting fitness goals and sizing out of clothes. Customer-obsessed brands know that digital disruption does not call for a retreat from all physical infrastructure. Innovative, brand-driven venues for performance, education, work, and great coffee — with longer lifespans than 'pop-ups' — can bring people together and seize attention. Hyundai Card - Credit card company opens dedicated 10, book cookery library and event space. Mini - 23, sq.

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We're on hand to answer any questions you may have about our products and services. Go Off The Map: Beto Slepicka marked it as to-read Nov 22, By Dom Nicastro Apr 11, The dark side of easy and invisible experiences is they can encourage customers to overindulge or pursue harmful behavior such as driving for longer hours with Uber in pursuit of profit. The answer to that question may change over the course of the customer journey, yet the challenge remains constant. Why Now What has driven customer expectations around attention saving so high?

Apple - Apple ramps up free educational sessions at all global stores. Yet Netflix was able to celebrate with a steak dinner , no less reaching million subscribers because it endeavors to make trials, purchasing, logging in, refunds, updates, discovery, cross-device access and more as seamless as possible. So the answer may vary from touchpoint to touchpoint. From your pricing to your packaging to your return policy. The optimal strategy may even vary from one customer segment to another. What is absolutely vital is that you ask the question.

Your customer deserves it. You want to spend more attention on this? More examples, insights and opportunities are waiting to inspire your winning CX strategy! He co-authored Trend-Driven Innovation Wiley, and delivers lively workshops for leading brands along with insight-packed keynotes at conferences. He previously oversaw the company's 3, member spotter network.

This Trend Briefing has many hands on it. A huge thanks to the team that pulled this together with such positivity and enthusiasm, especially: We're on hand to answer any questions you may have about our products and services.

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Books by Colin Shaw. Trivia About Customer Experien David Clarke, global chief experience officer for PwC , agreed excellent customer experience starts with superior employee experience. He sees a lot of focus on automating customer service. If done right, it allows employees to focus on other things.

Customer Experience Isn't Easy

Get employee experience right and they will in turn create a better experience for your customers, and keep them coming back. Here's How to Get it Right ," 59 percent of all consumers feel companies have lost touch with the human element of customer experience. Clarke suggested using technology, like automation, to relieve employees from repetitive tasks, allowing them to be more engaged with the customer when needed.

Wikipedia defines Voice of Customer VoC programs as marketing techniques designed to understand and facilitate the wants and needs of customers by organizing them into a prioritized hierarchal structure. The goal is to gain an understanding of what customers expect from your business and what they prefer, as well as the things that get in their way or cause frustration.

5 Customer Experience Trends to Watch

Forrester reported in March that those who are succeeding in customer experience fee required empower their employees with information and autonomy to act. Woolworths gave store managers access to live customer feedback and aggregated insights. Headquarters aggregated the data, but store managers had license to implement changes when necessary.

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Duff Anderson, senior vice president and co-founder of iPerceptions, wrote VoC data is "one of the most valuable data sets you have.