Customer service will lead the business strategy in 2017

Competitive markets continue to move and generate profound changes, despite political instability, cybercrime or economic recovery. Customers and customer service are the driving force behind these changes: banks strive to innovate before digital banks become serious competitors, retailers adopt mobile solutions and omnichannel, and public utility companies focus their efforts in customer service (CX). Thus, 2017 will continue to witness important advances and technological changes in the field of improving the experience and users’ satisfaction.

According to the report “2017 Predictions: Dynamics That Will Shape The Future In The Age Of The Customer”, these will be some of the keys to the immediate evolution in the customer service sector:

• In order to reach out to customers without sacrificing profit margins, in 2017 a third of companies will change their business structure by transferring operating controls to individual brands.

• The CMO (Chief Marketing Officer) will evolve into a single professional capable of combining the skills needed to drive the transformation of the digital business, design contextually nurturing and personalized customer experiences, and boost growth.

• By 2017, much of traditional IT spending will be led to those technologies that connect directly or indirectly with customer experiences.

• Leadership teams will be strengthened with roles that drive digital and analytical strategies, and customer-focused programs.

• Cybersecurity will continue to be a major concern so companies will work to ensure the security and privacy of their customers as a measure of trust and loyalty.

• The most demanded professional profiles in 2017 will be related to the clients’ experience: data analysts, CX professionals, expert designers in user experience, virtual and augmented reality designers, cybersecurity professionals, consultants…

• Fear of lost revenue will accelerate customer experience initiatives aimed at customer satisfaction and loyalty as a key to competing in a customer-centric marketplace.

• In 2017, the identification of negative emotions felt by consumers will be made to help businesses correct negative emotions and boost positive emotions.

• 2017 will also witness major technological advances that will change the way companies operate and interact with customers: virtual reality, augmented reality, artificial intelligence, cloud computing, and so on.