Customer Experience Tools
Companies are adopting a growing number of tools to enhance their customer experience. The top three tools are predictive analytics, sensors in products and operations, and personalized experience, according to Bain & Company’s first comprehensive survey of customer experience tools and trends. Looking ahead, companies plan to invest heavily in personalization. Respondent executives at more than 700 companies globally expect the greatest expansion in tool usage to come in one-to-one sales and marketing, a personalized experience and automated decision engines.
Gerard du Toit, Andreas Dullweber and Richard Hatherall are partners with Bain & Company’s Customer Strategy & Marketing practice. They are based, respectively, in Boston, Munich and Hong Kong.
Customer Experience Tools and Trends 2018
When it comes to using tools that improve the experience, it pays to go all in with a few rather than dabble with many.
First published in août 2018