Trends Report

The Dawn Of Anticipatory CX

Anticipation Is The Missing Link In Staying Ahead Of Rising Expectations

July 12th, 2016
James McQuivey, PhD, VP, Research Director
James McQuivey, PhD VP, Research Director
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Diane Deng , Michael Barnes , Harley Manning , Bill Nagel

Summary

Welcome to the dawn of anticipatory CX. Customer expectations are rising faster than companies can evolve their value propositions, creating unprecedented urgency among business leaders. Customer experience (CX) professionals need to expand their tool set to allow them to manage customer expectations as early as possible and to build and sustain positive emotional momentum throughout the journey. This report explains how CX pros can use the power of anticipation and describes best practices for creating more profound, more compelling experiences that sustain long-term impact.

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