5 CX trends to jump on this year

The CX tweet jam may be over, but the conversation is just beginning… If you were able to join us for recent first-ever “tweet jam”, thanks! We hope you enjoyed it as much as we (@mattersight) and Harley Manning (@hmanning) of Forrester Research did. During this lively conversation, participants asked Harley a range of questions about Customer Experience trends in 2015. He offered up some terrific insights and advice for businesses looking to elevate their CX—and the metrics that flow from it—in the year ahead. The top 5 #CXTrends2015 tweet jam takeaways: Put CX in the crosshairs. A strong focus on improving CX can have a profound effect on retention, enrichment, and advocacy from loyal customers. Start in the center. If you’re looking for ways to immediately drive CX improvement, head straight to your call center. Call center agents are on the front lines of your business. They know your customers pain points, and are ideally situated to relieve them. Remember the 3 Es. Emotion, effectiveness, and ease are the most important dimensions of #CX for most industries. Skip the script! Tapping into your agents’ natural ability to connect with callers is far more effective for improving CX than traditional scripts. Take the routing route. Don’t overload your reps with new procedures and training. Instead, route calls in a way that maximizes the power of personal chemistry. Interested in even more tips on how you can improve your CX or other call center metrics this year? Click here to download a copy of the new Forrester Research report, “The Total Economic Impact™ of Mattersight® Predictive Behavioral Routing”, commissioned by Mattersight. Mattersight 877.235.6925 info@mattersight.com 200 S. Wacker Dr. | Suite 820  | Chicago, IL 60606  © 2015 Mattersight Corporation. All rights reserved.