Five Key Trends Reshaping Customer-Experience Management

According to Nemertes Research, five key trends are reshaping customer-­‐experience management:

Increasing adoption of mobile devices enables engagement with customers and business partners across broad array of devices.

Big Data and speech analytics delivers new and insight into contact center performance and allows companies to improve customer service experience.

 Popularity of consumer social services such as Facebook and Twitter are emerging as a new interaction channel for customer engagement providing new ways for buyers to learn and share information

 Personalized, multimode self-service enables customers to choose how they interact with their vendors through mobile, web, phone or custom app interfaces

 New browser-­‐based technologies broaden the ability to deliver rich media interaction to any user on any device without the need for custom software.

Taken together, these trends underscore a need for those responsible for contact centers to proactively prepare for a rapidly changing environment.  Do you agree with these top trends?

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