Customer Experience
Future trends & insights

By Colin shaw, Qaalfa Dibeehi & Steven Walden

We are living in historic times. Competition is becoming increasing fierce and Customers are much more demanding. To stay ahead of the competition it is imperative to understand the emerging trends that can help you improve your Customer Experience.
Following many hours of research, discussions on innovation with industry analysts and stimulating debates with forward thinking clients, Beyond Philosophy, the world thought leaders in Customer Experience, reveal three major trends in the Customer Experience.

Trend One:
There is no question a key competitive weapon is to understand your Customers, better and deeper than your competitors. To achieve this it needs an entirely different approach and the ability to understand Customers at an emotional and psychological level. In layman’s language, we will share with you how you can use ‘Experience Psychology’ to further enhance your Customer Experience.

Trend Two:
In an increasingly competitive world what will differentiate you from your competition is not just the old 4Ps of marketing (Price, Product, Promotion, and Place) but how you understand what motivates your customers at a deep, psychological level: for instance how they feel about you and what subconscious impressions they hold of you.  However, to achieve this you need an entirely different approach. In layman’s language, we will share with you how you can use psychological insight to improve the customer experience (Experience Psychology) and make something essentially the same, feel like something different.

Trend Three:
Finally we really take a look at the future. The whole areas of Neuroscience, the study of the brain is still quite embryonic, however it will have a fundamental effect on the way we understand and deal with Customers. We take a peak into the not too distant future where you will not have to asked Customers how they feel, you will read the brain waves that will tell you even before they know themselves.

This book is a must read for anyone involved in Customer Experience, Customer retention, loyalty or acquisition.