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Trends Archives - Into The Blue Consulting

Key Customer Experience Trends in 2018

1. The continued rise of the Empowered Customer This has been a trend which has been with us for a few years and will continue to accelerate in 2018. The development of technology and the growth of Social Media means that the customer has a voice, a very loud and influential voice. The smarter organisations are engaging their customers at a much earlier point and gaining their input and thoughts on their plans for the future. These are also the [...]

Customer Experience in 2017

Here are some key factors we believe will shape Customer Experience in the UK in 2017… Increasing 'smart' consumers In an ever changing marketplace, retailers/service providers will need to consider the fact that their customers are better informed and more demanding than ever before. To ensure growth and the maintenance of a competitive edge, retailers/service providers will need to better understand these savvy customer’s emotionally based buying journey, and have a team with the ability to not only identify the customers’ needs [...]

Customer Experience Trends for 2016

2016 will be the year that Customer Experience moves higher on the agenda. It will no longer be the preserve of enlightened CEOs who adopted a customer centric approach and reaped the benefits while proving the business case for it.  According to Forrester’s Customer Index these customer-centric companies gained 43% in performance compared to a 33.9% decrease for companies who have neglected Customer Experience. Four key trends that will help drive the move to adopting a customer centric focus include: 1. [...]