Time for 2018 overview and 2019 trends in customer experience (french)

Customer experience findings and trends to start 2019 on the right foot

Daniel Lafrenière



Client orientation

Customer experience

Customer service

Employee Engagement

Loyalty and retention


Article published on

16 January 2019

Customer experience findings and trends to start 2019 on the right foot

Daniel Lafrenière, Customer Experience Specialist, shares his observations and the upcoming trends in customer experience to start the year off right.

His 2018 retrospective highlights the importance of the customer experience, not only among Quebec companies’ top concerns, but also among governmental organizations which are taking a closer interest in the citizen experience.

While SMEs have a real willingness to put the customer at the center of their strategy while mobilizing their employees, sometimes without knowing how to go about it, large companies are investing in technology to better understand their customers and to customize the experience they offer. While progress is encouraged, vigilance is also needed to avoid the trap of over-enthusiasm for new available “toys” and to ensure that companies opt for real value-added strategies.

For their part, customers are increasingly demanding of all product and service providers as they base their expectations on the customer experience leaders who compete in terms of creativity of the proposed experience as well as speed of execution (or delivery).

For the coming year, the speaker and blogger recommends companies looking for excellence in customer experience to focus on five elements:

  1. Customization and needs anticipation: no more generic communications and offers!
  2. A consistent omnichannel experience: offer a unique experience, that is accessible and consistent, on all channels your customers are using!
  3. A valued culture: put your company’s soul forward, this is what will entice your customers!
  4. The actual experience: bring your products and points of service to life so that each contact with your company is truly a full-fledged experience!
  5. The employee experience: your employees must have an experience that is as enjoyable as the one you would like your customers to have!

You wish to start the year off on the right foot by implementing a Customer experience measurement and management program within your company? Do not hesitate to contact us for more information!

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