WABAN, Mass., Dec. 15, 2015 /PRNewswire/ -- Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends. As a part of these publications, Temkin Group labels the year based on what it believes to be the most important trend. The company is calling 2016 "The Year of Emotion."
"We continually scan leading-edge practices and new technologies to understand where the world of customer experience is heading," states Bruce Temkin, managing partner of Temkin Group. "2016 will be an active and exciting year for customer experience, especially as companies begin to tap into the power of emotions."
Here are Temkin Group's 10 customer experience trends to watch in 2016:
- Effort Metric Expanding. Companies will increasingly use "customer effort" as a key customer experience metric.
- Customer Journey Designing. The rise of customer journey mapping as a tool will fuel firms to go beyond designing interactions, to designing experiences that help customers achieve what they really want to accomplish.
- Mobile, Mobile, Mobile... Continuing. Mobile will continue to gain momentum and companies will design experience that go beyond apps and mobile websites.
- Speech Analytics Piloting. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers.
- Predictive Analytics Personalizing. Richer data hubs will enable companies to personalize experiences based on predictive models.
- Metrics to Action Realigning. Voice of the customer programs will shift focus from collecting feedback to driving change across their organizations.
- Value-as-a-Service Emerging. As consumers get comfortable with companies like Uber and AirBnB and use more iTunes and cloud-based apps, more will be pushed to break apart their offerings into bite-sized pieces.
- Employee CX & Empathy Training. Companies will look for ways to train large groups of employees – to teach them basic CX concepts and to instill a sense of customer empathy.
- CX Profession Maturing. The practice of customer experience has come a long way over the last several years. Nothing illustrates this better than the Customer Experience Professionals Association's (CXPA.org). The growing number of CX professionals will become more focused on helping their organizations achieve business and brand objectives, changing their role from experts of tools to collaborators of change.
- Emotion Arising. Our research shows that emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often ignore. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016.
These customer experience trends can be found on the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, visit the Temkin Group website, www.TemkinGroup.com, or contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the co-founder of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management. Bruce is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a Vice President at Forrester Research for 12 years where he ran the customer experience, eBusiness, financial services, and B2B sectors and was the most-read analyst for 13 consecutive quarters.
Customer experience matters is a registered trademark of Temkin Group.
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SOURCE Temkin Group