With a new year comes a new mindset. Whether that takes the form of a New Year’s resolution, a clean slate perspective, or an entirely new way of looking at the world around us, the dawn of 2017 is the perfect opportunity to take a step back and examine what the coming year may bring. This is the thinking behind Temkin Group’s annual list of customer experience trends, along with its dubbing of 2017 as “The Year of Purpose.”
“At Temkin Group, we have always been passionate about what drives and motivates human beings – regardless of whether they are leaders, employees, or customers,” sais Bruce Temkin, managing partner of Temkin Group. “Our goal is to help people tap into the power of purpose with their employees and customers, and even more importantly, we hope that our focus on purpose will bring increased meaning to people’s lives.”
Similar to its lists in 2015 (The Year of Employees) and 2016 (The Year of Emotion), the research group seeks to find overarching trends that may shape the year in CX. The company believes that purpose will be a driving factor in crafting positive customer experience and that a focus on the brand promise will shape the look of leadership in 2017.
To reach this level of purpose, brands will be challenged to carve out an identity that may need to be more distinct than in past years, outlining what sets the brand apart and why that mission is worth engaging with.
Some of the trends, like the continued rise of the mobile platform, are seemingly continuations of themes years in the making. Others, like the increase in virtual agents and self-service, paint an exciting picture for consumers in 2017.
The full list of trends, as described by The Temkin Group, is as follows: Elevating purpose, operationalizing emotion, orienting around customer journeys, continuing … mobile mobile mobile, embracing employee engagement, federating customer experience, predicting through behaviors, tapping into speech recognition, and smartening self-service.
As 2017 unfolds, keep an eye on these trends and how they may impact customer experience going forward.

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