Quickly surpassing traditional keys to success such as product quality, value and customer service, Customer Experience (CX) is set to become the business metric for 2016.
Best described as the process a company uses to track, manage and optimise every interaction with its users, customer experience is on the rise. A recent report by Gartner found that the number of companies expecting to compete heavily on customer experience has doubled (to over 80%) in the last 3 years.
The rise of CX management technology is enabling SMBs to better understand their users and individual touch points in the sales cycle. Whether managing user feedback, personalising experiences or building customer loyalty, smaller businesses will use technology strategically in 2016 to optimise all areas of user interaction.
