How Mobile Will Drive Three 2016 CX Trends

By: Susan Ganeshan

January 5, 2016

Tags:
CEM Programs
CEM Solutions
Customer Engagement
customer experience
customer experience management
Customer Feedback
Sentiment Analysis
Social Customer Care
Social Engagement
social listening
Voice of the Customer

Long prophesized, 2015 was truly the tipping point for the mobile revolution. Last year for the first time, Google reported that over 50% of all their traffic came from mobile devices. This is huge. The supremacy of mobile will have a trickle-down effect everywhere. This is particularly true in the field of customer experience. 2016 will be the year when companies without a mobile-first strategy will be left behind. As part of this adaptation, here are three predictions for 2016 in CX:

• Customers will increasingly use social media to get help from a business
• Customers will stop taking surveys altogether
• Consumers will increasingly provide feedback from images, photos, and video

To read more, see my piece in CMO.com

 


Susan Ganeshan serves as the CMO of Clarabridge. She has one goal: help businesses succeed in their customer experience management programs. Follow Susan on Twitter @sganeshan.

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