{"id":31058,"date":"2016-12-07T09:00:38","date_gmt":"2016-12-07T08:00:38","guid":{"rendered":"https:\/\/enreach.es\/blog\/encustomer-service-will-lead-the-business-strategy-in-2017\/"},"modified":"2023-12-13T12:48:45","modified_gmt":"2023-12-13T11:48:45","slug":"encustomer-service-will-lead-the-business-strategy-in-2017","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/encustomer-service-will-lead-the-business-strategy-in-2017\/","title":{"rendered":"Customer service will lead the business strategy in 2017"},"content":{"rendered":"<p>Competitive markets continue to move and generate profound changes, despite political instability, cybercrime or economic recovery. <strong>Customers and customer service are the driving force behind these changes:<\/strong> banks strive to innovate before digital banks become serious competitors, retailers adopt <a href=\"http:\/\/www.bizphone.es\/home\"><strong>mobile solutions<\/strong><\/a> and <strong>omnichannel<\/strong>, 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 <strong>experience and users\u2019 satisfaction<\/strong>.<\/p>\n<p>According to the <a href=\"https:\/\/go.forrester.com\/wp-content\/uploads\/Forrester-2017-Predictions.pdf\">report<\/a> &#8220;2017 Predictions: Dynamics That Will Shape The Future In The Age Of The Customer&#8221;, these will be some of the keys to the immediate evolution in the customer service sector:<\/p>\n<ul>\n<li>In order to reach out to customers without sacrificing profit margins, <strong>in 2017 a third of companies will change their business structure<\/strong> by transferring operating controls to individual brands.<\/li>\n<\/ul>\n<ul>\n<li>The <strong>CMO<\/strong> (Chief Marketing Officer) will evolve into a single professional capable of combining the skills needed to drive the <strong>transformation of the digital business<\/strong>, design contextually nurturing and <a href=\"\/\/www.masvoz.es\/blog\/en\/personalization-in-customer-service-key-to-the-contact-center-sector\/\"><strong>personalized customer experiences<\/strong><\/a>, and boost growth.<\/li>\n<\/ul>\n<ul>\n<li>By 2017, much of traditional <strong>IT<\/strong> spending will be led to those technologies that connect directly or indirectly with customer experiences.<\/li>\n<\/ul>\n<ul>\n<li>Leadership teams will be strengthened with roles that drive <strong>digital and analytical strategies<\/strong>, and <strong>customer-focused programs<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Cybersecurity will continue to be a major concern so companies will work to <strong>ensure the security and privacy of their customers as a measure of trust and <\/strong><a href=\"\/\/www.masvoz.es\/blog\/en\/7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\"><strong>loyalty<\/strong><\/a>.<\/li>\n<\/ul>\n<ul>\n<li>The <strong>most demanded professional profiles in 2017 will be related to the clients&#8217; experience<\/strong>: data analysts, CX professionals, expert designers in user experience, virtual and augmented reality designers, cybersecurity professionals, consultants\u2026<\/li>\n<\/ul>\n<ul>\n<li>Fear of lost revenue will accelerate customer experience initiatives aimed at customer satisfaction and loyalty as a key to competing in a <strong>customer-centric marketplace<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>In 2017, the identification of negative emotions felt by consumers will be made to help businesses correct negative emotions and <strong>boost positive emotions<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>2017 will also witness major <a href=\"\/\/www.masvoz.es\/blog\/en\/smart-offices-how-new-technologies-are-transforming-businesses\/\"><strong>technological advances<\/strong><\/a> that will change the way companies operate and interact with customers: <strong>virtual reality<\/strong>, <strong>augmented reality<\/strong>, <strong>artificial intelligence<\/strong>, <a href=\"\/\/www.masvoz.es\/cloud-advantages\"><strong>cloud computing<\/strong><\/a>, and so on.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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,&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/encustomer-service-will-lead-the-business-strategy-in-2017\/\" title=\"Read Customer service will lead the business strategy in 2017\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":27387,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31058","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer service will lead the business strategy in 2017 - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/encustomer-service-will-lead-the-business-strategy-in-2017\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer service will lead the business strategy in 2017 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Competitive markets continue to move and generate profound changes, despite political instability, cybercrime or economic recovery. 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