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Tips to Prepare for the Future

The customer experience world is changing. The B-to-B companies that will win in the future are beginning to prepare by:

  • Recognizing the shift that’s taking place: Companies need to recognize changing customer expectations and evolve, with emphasis on leveraging big data and advanced analytics.
  • Aligning the right resources: Enlightened companies must view the customer experience as a strategic, C-level initiative. In the future, the responsibility of a “chief customer champion” will become more common, serving one purpose – to create an unrelenting focus on the customer throughout the enterprise.
  • Focusing on the right metrics: What gets measured gets managed, and what is being measured today will evolve to meet customer needs of the future. Today, many customer-focused metrics are narrowly focused on solicited feedback from surveys. While solicited input will continue to be used, companies will progress to include a more holistic measurement of customer engagement.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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