Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer.
My thoughts? Gartner was bang on: We see more and more companies trying to improve their customer experience efforts (just look at the awards we gave out last year), and doing so will only become more critical.
The challenge for companies, is knowing what to do … and when. How is consumer behaviour changing? What’s predicted to happen next? There are so many questions! Luckily, social media tools, like Twitter and LinkedIn, make it easy to follow real-time thoughts from some of the world’s greatest minds. There’s only one caveat – you have to know who to follow.
This can be overwhelming in the CX space, which is why Fonolo takes the time to scour social media looking for new faces, and staying true to the analysts who continue to amaze us.
Here’s Fonolo’s 4th annual list of Top Analysts Covering the Customer Experience for 2018!
Congratulations to the 16 who were selected.
White Paper: 9 Critical Contact Center Trends for 2018
Several trends are poised to make a significant impact on contact centers around the globe. This white paper explores key areas that are sure to shake up the industry.
What’s Inside:
- A Focus on Customer Experience Strategies
- Consistency Across Multi-Channel
- FCR is Undeniably the Most Important Metric
- How Customers Feel About Customer Feedback
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