customer experience trends for 2016
TRANSCRIPT
Customer experience trendsWhat does omnichannel even mean?
Jaakko MännistöFrukost seminar - 7.4.2016
Why CX is so important?
90% 71%Will tell about bad
experiencesBuy from you because
they like you
CX trends of 2016
“It´s all about the weather!”
Experiments will turn into continuous action
Good EX = Better CX
Customer journey is faster and more individual
Multichannel measuring
Omnichannel CX
“Who´s the boss?”
360 degrees view
CX EX
Data
“The aim of the marketing is to know the customer so well that service and the
product sells itself!”
- Peter Drucker
