Is Your Organization Ready For The Next Customer Experience Megatrend?

Author and corporate consultant Kerry Bodine said, “Exceptional customer experiences are the only sustainable platform for competitive differentiation.” This statement has never been truer in field service, where customer experience has overtaken price and product as the key brand differentiator for most organizations.

In a new survey from the Service Council, service leaders reported that Customer Experience (CX) initiatives is the number one focus for their organization in 2021. At the same time, Forrester Research found that although the overwhelming majority of companies want to be customer experience (CX) leaders, only one in five actually deliver good or great CX.

Self-Service is critical to CX success

While service leaders are ready and willing to embrace CX as a priority, the question arises: what does that look like and how can it be deployed to deliver the most improvement to customer satisfaction? More than ever, customers are demanding convenience, control and efficiency when interacting with service organizations. This trend has only been bolstered by the COVID-19 pandemic.