Over the past few years, we have seen businesses dispersing on the name of customer experience. Emerging from the back doors of customer service customer experience has a long and interesting history. It started with businesses proffering importance to customer satisfaction; which was later replaced by customer value demonstrating a glimpse of customer experience that defines customer journey. This was the time after which organizations started understanding the voice of customers and cx gained the spotlight becoming the principal focus for almost every organization.
Here is an infographic by Temkin Group that will help you understand the importance of CX in today’s business environment. The infographic also lists down the 15 essential customer experience trends that played an important role in the year 2018.