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The Year of Empathy
By Feature Writer, Bruce Temkin
It's time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends will continue on into 2014, so they remain on this year's list. We expect CX to gain even more momentum next year as 2014 brings us deeper into what Temkin Group has labeled the Era of CX Professionalism. Here are 14 CX trends to watch for in 2014, followed by some advice for each item:
The bottom line: I hope that 2014 is a great year for CX within your organization!
About the Author
Bruce Temkin is a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, he examines strategy, marketing, interaction design, customer service, and leadership practices.
His ''title'' is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Their goal is simple: accelerate the path to delighting customers.He is also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.
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