Customer experience trends 2016 are somewhat changed from last years. You can not choose how to communicate with your customer anymore. The measurement is changing to be more multichannel and omni channel is on its way. Here are the CX trends of 2016!

1. Customer experience trends
What does omnichannel even mean?
Jaakko Männistö
Frukost seminar - 7.4.2016

2. Why CX is so important?

3. 90% 71%
Will tell about bad
experiences
Buy from you because
they like you

4. CX trends of 2016

5. “It´s all about the weather!”

6. Experiments will turn into
continuous action

7. Good EX = Better CX

8. Customer journey is faster and
more individual

9. Multichannel measuring

10. Omnichannel CX

11. “Who´s the boss?”

12. 360 degrees view
CX EX
Data

13. “The aim of the marketing is to know the
customer so well that service and the
product sells itself!”
- Peter Drucker

14. Jaakko Männistö
jaakko@feedbackly.com
feedbackly.com
@jaakkomannisto
Thank you!