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Customer Experience: 13 Trends for 2013

With the increasing importance of the quality of customer service, businesses are increasingly interested in "Customer Experience". Our newest link review gives you an overview of the important trends for the new year.

  • Prozessautomatisierung IT process automation RPA Call Center Software Prozesse automatisieren .

    [Translate to English:] Unterschrift

According to the Temkin Group, these trends are (among others):

  • Customer Wishes: Companies have more than ever the opportunity to create detailed customer profiles. These should be used to create individual service offers
  • Integration: Customer Experience will influence how companies will be structured and organized
  • Loyalty: The main goal of contact centers will increasingly be to ensure customer loyalty or increase it
  • Team: The work of customer service employees will be increasingly demanding and crucial for business success
  • Mobile: Mobile service offers like self-service apps are increasingly popular. They have to be harmonized with existing service offers
  • Blockages: Often, internal instructions, processes and traditions are what stands in the way of a modern customer service that focusess on customer experience. It is important to dismantle these barriers.

You can find a more detailed view of the 13 trends for 2013 here.

As a provider of contact center software, the 13 Temkin Group's 13 trends for 2013 are further proof that our solution portfolio is up to the challenge these trends pose. Particularly our Real Time Interaction Management solution.

Real Time Interaction Management enables companies to get the best out of every single customer interaction. It is necessary to be flexible and able to adapt fast to changing business challenges and customer interactions. In order to do that, our RTIM solutions scan information from business platforms in real time during the customer interaction. It analyzes them and makes them available to your service center employees at exactly the point in the conversation when they need them. There is no need for backend integration. Furthermore, RTIM can provide next best action recommendation during the interaction which help them make the right decision - for the customer and your business.

Marc Eickmeier      8. January 2013

Author

Marc Eickmeier

Marc Eickmeier

Marc Eickmeier is Business Consultant at ALMATO.

After studying law at the university of Tübingen, Marc Eickmeier started his career at the Frankfurt-based consulting company b-k-p Consulting, where he was responsible for a variety of international projects. The focus of his activities was the process optimization in the automotive, FMCG and EVU sector.

Marc Eickmeier spends his free time in nature and in the kitchen. That's good because "being outside" and "eating" are what his young family enjoys. He liked to spend his weekends in Straßburg and, whenever it is possible, he visits friends and family in Israel.