How Mobile Will Drive Three 2016 CX Trends

By: Susan Ganeshan

January 5, 2016

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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

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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.