Critical and Actionable Customer Experience (CX) Trends, 2017 Part 2

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

Table of Contents

Critical and Actionable Customer Experience (CX) Trends, 2017 Part 2Executive SummaryKey FindingsKey Findings (continued)Research BackgroundDigital Transformation of Customer Experiences Key Trends and Growth Insights Hyper-Personalizaton—Key Trends and Growth InsightsFreemium—Key Trends and Growth InsightsVoice of Customer—Key Trends and Growth Insights3D Printing—Key Trends and Growth InsightsAugmented/Virtual Reality—Key Trends and Growth InsightsTravel & Hospitality—Key Trends and Growth InsightsTravel & Hospitality—Key Trends and Growth Insights (continued)Government—Key Trends and Growth Insights Government—Key Trends and Growth Insights (continued) Education—Key Trends and Growth Insights Education—Key Trends and Growth Insights (continued) Outsourcing—Key Trends and Growth InsightsGrowth Opportunities and Companies to ActionGrowth Opportunity 1—Voice of Customer (VOC)Growth Opportunity 2—FreemiumGrowth Opportunity 3—ChatGrowth Opportunity 4—Virtual Assistants, Bots, Intelligent Personal AssistantsGrowth Opportunity 4—Virtual Assistants, Bots, Intelligent Personal Assistants (continued) Strategic Imperatives for Success and Growth Strategic Imperatives for Success and Growth (continued) The Last WordConclusionConclusion (continued) Conclusion (continued) AppendixAbbreviations and Acronyms Used Abbreviations and Acronyms Used (continued) Legal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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