5 Customer Experience Trends For The Next 5 Years

5 Customer Experience Trends For The Next 5 Years

Rebekah Iliff



Client orientation

Customer experience

Loyalty and retention

Measuring and Managing


Article published on

19 December 2018

Overview of customer experience trends for the coming years

Customer experience (CX) is no longer a new concept in the business world, in Quebec and elsewhere. Many organizations have adopted a customer experience focus to center their culture on customers, their needs and experience. This focus is essential in attracting and retaining consumers who are increasingly demanding and involved in their purchasing process.

With the widespread recognition of the benefits of a competitive customer experience, various approaches and strategies have emerged to reinforce this undeniable asset. Whether it is to collect gigantic amounts of consumer behaviour data, to implement strategies to strengthen the brand’s positive image or to reduce the churn rate, there has been a real boom in this thriving field in the last few years.

In the run-up to the holiday season, author Rebekah Iliff presents 5 major trends anticipated by pioneers of the customer experience for the next 5 years:

  1. Connecting customer experience to business objectives

While some are still struggling to understand the connection between customer experience and business results, it is important to keep in mind that measuring customer experience helps identify certain trends in consumer behaviour to guide business strategies. Predictions can thus be made so the experience offered can evolve in a proactive manner allowing for the anticipation of customer needs.

  1. Personalization will be a top priority for competitive brands

In addition to enabling continuous improvement of the customer experience, the data collected from customers makes it possible to customize products and services more effectively than ever before. Customers are increasingly expecting that their experience, with companies they are dealing with, be tailored to their particular needs.

  1. Predictive analytics will be used to improve customer experience

In keeping with the mindset of adopting a proactive rather than a reactive strategy, predictive analytics allow for the anticipation of customer behaviour in order to identify churn risks and to implement effective customer retention solutions. Customers who would have been tempted to “leave” a business will, on the contrary, be more loyal, which represents significantly lower costs for a business rather than acquiring new customers.

  1. Company culture and philosophy is crucial

Technology alone cannot lead to a significant improvement in customer experience to propel a business’ revenue and growth. The cornerstone of success resides in a corporate culture that places customer experience among its priorities at all levels of the organization.

  1. The ultimate goal of customer experience is to provide an optimal experience for each customer

Understanding exactly what each client wants is a tremendous challenge, but it is the most primordial goal of customer experience: providing customers with what they came for. All the technology and data around are just tools to bring the experience back to its simplest level: what the individual needs.

In this end of year season, Lanla encourages you to focus on the core element of all businesses and companies: humans. After all, you are human, and so are your employees and customers.

You would like assistance to better understand your customers’ or your employees’ perceptions in order to adopt a proactive strategy? Contact us to see how Lanla can assist you!

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