In 2010, I wrote a report called 8 Customer Experience Megatrends and it’s now time to update the list of megatrends. I’m planning to publish a report in early 2012 with a new set of CX megatrends. As part of the process, I’m sharing a draft of the megatrends in order to get feedback. So please leave comments with your thoughts!
To prepare the updated list of megatrends, we’ve been doing a bunch of research which includes reading through responses from more than 300 CX professionals who recently answered our survey question: What trends do you think will have a significant effect on customer experience over the next few years?
Here’s the initial draft of 13 CX Megatrends. As you’ll see, there are a few carryovers from the previous list. I’ve also taken some creative license to introduce new words.
Is there something missing? Do these make sense? How do you think the future of CX will play out?
The bottom line: We want to hear from you