Temkin Group recently released a report detailing the current state of customer experience management. The executive summary of the report relates that Bruce Temkin and his group surveyed more than 200 large companies and found an abundance of Customer Experience (CX) ambition and activity.
Connected Customer Experience
Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.
Technology waves like mobile, social, and wearable computing have transformed customer expectations. In this modern age, the world is rapidly moving towards the datafication of everything – including Analytics.
If your life is anything like mine you face a daily torrent of information; emails, phone calls, text messages, notifications, status updates, tweets, videos, gifs, and of course requests to play Farmville.