Trends Report

Create Experiences That Have The Power To Transform

Look Beyond Customer Experience Quick Fixes In Pursuit Of Higher Value

July 25th, 2017
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Rick Parrish , Diane Deng , Harley Manning , Bill Nagel

Summary

Customer expectations are rising faster than ever. But customer experience (CX) professionals still dedicate most of their effort to trying to catch up by incrementally improving the features of their products and services. While these are important, CX pros will not win the race with transactional CX improvements alone. Instead, they should devote more of their attention to fundamental customer motivations and design experiences that can generate not just momentary satisfaction, but also long-lasting loyalty.

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