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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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