The Global State of Customer Experience 2016

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This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Their annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.

CX Network collected the data from the over 700 responses for this report, to provide insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. They compared the responses from their practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.

Key findings:

  • Customer loyalty and retention, CRM, and the online customer experience are the top investment priorities for the next 12-18 months
  • Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3 challenges bringing these investments to fruition.

Read more about The Global State of Customer Experience 2016 at Innovation Management.

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4 Ways Your Travel Brand Can Innovate with the Help of the Crowd

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When you’re thinking about innovation in the field of travel and transportation, more horsepower, hydraulics, and fuel efficiency might come to mind. But with the pace of change increasing rapidly, it’s difficult to imagine how government organizations and private companies will be able to absorb some of the most exponential and impactful changes that are sure to come in the next decade.

Just think: if the city of New York makes over $500 Million from parking tickets, what happens in an era of driverless cars where it’s impossible to violate a parking restriction? How will the city and its citizens shift to accommodate this new trend? The good news is that NYPD and its citizens are working together to look ahead to develop new systems that help everyone live in an unpredictable new future. And I think this attitude of looking to the crowd for new ideas is one that is going to continue.

But it’s hard to know what you need to focus on first. At IdeaScale we’ve identified four areas in transportation that require innovation in order to stay competitive and maintain sustainability.

  • Customer Service: This area seems obvious, but in many industries it is one that is commonly overlooked.

Read more about 4 Ways Your Travel Brand Can Innovate with the Help of the Crowd at Innovation Management.

 

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