Predictions Report

Predictions 2015: The Race From Good To Great Customer Experience Heats Up

November 7th, 2014
Michael Gazala
Harley Manning
With contributors:
Rick Parrish , Maxie Schmidt-Subramanian , John Dalton , Allegra Burnette , Megan Burns , Tony Costa , Dylan Czarnecki


In a world where the only source of competitive advantage is an obsession with attracting, understanding, and serving today's empowered customers, 2015 will be a new, more competitive era for customer experience (CX) professionals. When we entered 2014, the signs were already there: The number of poor and very poor experiences had hit an all-time low, and the difference between the best and worst companies was less than ever in key industries like wireless service providers. As companies strive to break ahead of the pack and gain a competitive edge through the quality of the CX they provide, we'll see the battleground shift to new areas like emotional experiences, extended CX ecosystems, laggard industries and competencies, and even national governments. In this report, we provide our take on what will matter most to CX professionals in the coming year — because forewarned is forearmed.

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