Critical and Actionable Customer Experience (CX) Trends, 2017 Part 1

Key Developments to Drive Growth-Enabling Strategies and Tactics

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In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertainment products, and home security systems—are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices and medical devices require high levels of technical support.Sales, customer care and support agents i

Table of Contents

Critical and Actionable Customer Experience (CX) Trends, 2017 Part 1Executive SummaryKey FindingsKey Findings (continued)Research BackgroundDigital Transformation of Customer Experiences Key Trends and Growth Insights Social—Key Trends and Growth InsightsMobile—Key Trends and Growth InsightsAnalytics—Key Trends and Growth InsightsBig Data—Key Trends and Growth InsightsCrowdsourcing—Key Trends and Growth Insights Crowdsourcing—Key Trends and Growth Insights (continued)Industry Convergence—Key Trends and Growth InsightsIndustry Convergence—Key Trends and Growth Insights (continued)Unbundling of Value Chain—Key Trends and Growth InsightsProduct-as-a-Service—Key Trends and Growth InsightsProduct-as-a-Service—Key Trends and Growth Insights (continued)Manufacturing—Key Trends and Growth Insights Manufacturing—Key Trends and Growth Insights (continued)Energy and Utilities—Key Trends and Growth InsightsGrowth Opportunities and Companies to ActionGrowth Opportunity 1—Omni-channel Customer ExperienceGrowth Opportunity 2—Customer Lifetime Value (CLV)Growth Opportunity 3—Social Customer Engagement Strategic Imperatives for Success and Growth The Last WordConclusionLegal DisclaimerAppendixAbbreviations and Acronyms Used The Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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