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What’s Next for Customer Experience?

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Great customer experiences result in positive brand perceptions, deeper customer loyalty, and wider profit margins. This infographic features analysts’ predictions around customer experience next …

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.

Published in: Investor Relations

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  • 1. CX TRENDS What’s Next for Customer Experience? 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. web a recent survey said that they expect converged retail channels to be the norm by 2014.2 90% of customers ok! say buying decisions are influenced by online reviews.3 By 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10% to 50%.1 Customer support Communities By 2014, customer fallout will drive down customer satisfaction in 70% of organizations that shift customer support to communities.1 mobile Gartner 1 Forrester Researcher 2 a a a a a a a a a Dimensional Research 3 To read more, go to: “CX Trends to Watch in 2014” mobile By 2014, the number of mobile CRM apps available for download from app stores will have 2 grown by 500% By 2014, the web will directly account or 8% of U.S. retail sales and influence 53% of consumer purchases.1 By Brittany Davis and Lorri Cosentino the web social the 60% of respondents to customer support social Spending on interactive marketing will reach $55 billion by 2014. This will be driven by spend on social and mobile marketing.2