8 Customer Experience Megatrends

As I was thinking about what’s going on in customer experience, I realized that there were several key trends that would dramatically affect how companies interact with their customers over the next 3 to 5 years. So I compiled this list of 8 customer experience megatrends.

To get more details on each of these trends, download the free Temkin Group Insight Report.

These are the items that I think all executive teams will need to examine. Do they make sense to you? Are there others that should be on the list? I’d love to hear what you think.

The bottom line: Don’t be complacent in your customer experience efforts

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

14 thoughts on “8 Customer Experience Megatrends”

  1. I wholeheartedly agree with your list and would add another

    Organisations who pay lip service to delivering an improved customer experience will fall behind competitors who listen and act.

  2. I fully agree with the trends and implications. The market is being driven by consumerisation and consumption implications. The social media element based on facebook etc and the idea of Tribes….

  3. @Kancha, couldn’t agree more.. downward pressure on prices leads to differentiation at the service level. One of best ways to show you care is to listen and respond to feedback. Great to see companies starting to treat Social Media as a listening post too.

  4. Competing on price already turned a lot of consumer electronics into commodities with the razor thin margins. Unfortunately the industry cannibalized their marketing talent in process. It would interesting how it will bounce to deal with the Megatrends and learn differentiate on Customer Experience.

  5. Hi Bruce I love the list and your insights on Customer Experience. My question is who has the skills, authority and time to make this happen. Our CEO’s are full of good intentions and our existing silos are already focussed on sales, marketing or customer service. Do we not need to acknowledge that a new world needs new structure, processes and skills ?

  6. Another insight of the future based on your #1, 2 & 6: I firmly believe that accuracy of customer data, (and the resulting insights) will be an audit-able data set just as important to a business as it’s financial records. Understanding the state of the customer will become a huge market evaluator and chief M&A consideration in the future… Or at least thats what my morning tea leafs tell me…

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