Customer experience trends 2016 are changing the way we look the most important experience. Measuring changes to be in multichannel and customer feedback rises in importance. These are the trends

1. Customer experience trends
What does omnichannel even mean?
Jaakko Männistö
Frukost seminar - 7.4.2016

2. Why CX is so important?

3. 90% 71%
Will tell about bad
experiences
Buy from you because
they like you

4. CX trends of 2016

5. “It´s all about the weather!”

6. Experiments will turn into
continuous action

7. Good EX = Better CX

8. Customer journey is faster and
more individual

9. Multichannel measuring

10. Omnichannel CX

11. “Who´s the boss?”

12. 360 degrees view
CX EX
Data

13. “The aim of the marketing is to know the
customer so well that service and the
product sells itself!”
- Peter Drucker

14. Jaakko Männistö
jaakko@feedbackly.com
feedbackly.com
@jaakkomannisto
Thank you!