WHY NOW? The year 2020. In saying it, we tend to picture a time much further in the future. In reality, however, just over a year will pass in the blink of an eye – especially in the fast-paced, competitive world of business. Just think of all the changes taking place right now, among B-to-B companies. Customers know more, and they expect more. Fast forward two years, and there’s little doubt the bar will be set even higher and new priorities will have emerged.

So, who wins in the year 2020?

Arguably, it’s the most forward-thinking companies – those that consciously and deliberately work at anticipating the future needs of their customers and devise strategies to deliver. Those that win in 2020 are the ones who begin preparing today.

What will customers demand?

What customer intelligence will be most critical?

How should this information be effectively managed and used?

What new roles will customer experience professionals and their teams play?

At Surveway we see the customer experience industry going through rapid change. Not only do we want to understand and anticipate this change, we want to impact it.

CUSTOMERS WILL DICTATE THE EXPERIENCE: Customer expectations in the future are the outcome of movements that have been underway for decades. Changes such as the explosion of digital, the empowered customer, and the acceleration of innovation are having a profound impact on customer expectations. The customer of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience. Immediate resolution will not be fast enough

IMAGINE IT’S 2020. HERE’S WHAT YOUR CUSTOMERS WILL EXPECT: THERE WILL BE NO ROOM FOR STRANGERS. Customers will expect companies to know their business intimately and personalize the experience. IMMEDIATE GRATIFICATION IS NOT FAST ENOUGH. Customers will expect companies to be more proactive, anticipating their current and future needs. INTERACTING ON THEIR TERMS. Customers will determine the experience they want and will expect companies to enable that experience through various channels, including mobile, social, and personal interactions.

WHAT’S REQUIRED TO MEET THE EXPECTATION? Customers will appreciate futuristic thinking, new knowledge, and insightful solutions. To satisfy customer needs companies will seek to: • Leverage big data to be proactive and offer new insight – “Tell me something I don’t already know.” • Use the knowledge from sophisticated, early adopters to guide others through the lifecycle • Leverage predictive analytics in more creative and specific ways • Design and implement decision support systems that are based on customer intelligence, analytics, and subject matter expertise.

If you want to be ready for 2020 and want to be on top of your game, talk to Surveway about improving the customer experience through various methods we offer – contact Surveway – info@surveway.com or call 011 367 0608