What’s NExT in Customer Care? Santhana Krishnasamy RD-ILAB-SSF September 20 th, 2005.
What’s Next for Customer Experience?
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customer support the web mobile What’s Next for Customer Experience? mobile By Brittany Davis and Lorri Cosentino To read more, go to: “CX Trends to Watch in 2014” CEX is included in today's boardroom conversations, and for good reason. Great customer experiences result in positive brand perceptions, deeper customer loyalty, and wider profit margins. This infographic features analysts’ predictions around customer experience next year. By 2014, the number of mobile CRM apps available for download from app stores will have grown by 500% 2 By 2014, the web will directly account or 8% of U.S. retail sales and influence 53% of consumer purchases. 1 1 Gartner 2 Forrester Researcher 3 Dimensional Research Spending on interactive marketing will reach $55 billion by 2014. This will be driven by spend on social and mobile marketing. 2 Customer support Communities social a a a a a a a a a 60% of respondents to a recent survey said that they expect converged retail channels to be the norm by 2014. 2 90% of customers say buying decisions are influenced by online reviews. 3 the web ok! CX TRENDS By 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10% to 50%. 1 By 2014, customer fallout will drive down customer satisfaction in 70% of organizations that shift customer support to communities. 1 social
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Transcript of What’s Next for Customer Experience?
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What’s Next forCustomer Experience?
mobile
By
Brit
tany
Dav
is a
nd L
orri
Cos
entin
o
To read more, go to: “CX Trends to Watch in 2014”
CEX is included in today's boardroom conversations, and for good reason. Great customer experiences result in positive brand perceptions, deeper customer loyalty, and wider profit margins. This infographic features analysts’ predictions around customer experience next year.
By 2014, the number of mobile CRM apps available for download from app stores will havegrown by 500%2
By 2014, the web will directly account or 8% of U.S. retail sales and influence 53% of consumer purchases.1
1Gartner 2Forrester Researcher 3Dimensional Research
Spending on interactive marketing will reach $55 billion by 2014. This will be driven by spend on social and mobile marketing.2
CustomersupportCommunities
social
a a aa a a
a a a
60% of respondents to a recent survey said that they expect converged retail channels to be the norm by 2014.2
90% of customers say buying decisions are influenced by online reviews.3
theweb
ok!
CX TRENDS
By 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10% to 50%.1
By 2014, customer fallout will drive down customer satisfaction in 70% of organizations that shift customer support to communities.1
socia
l
