ASK A CUSTOMER EXPERIENCE FUTURIST: WHAT’S THE FUTURE OF CUSTOMER SERVICE?

Customer experience futurists and keynote speakers typically work to anticipate where customer expectations and behaviors are heading, and help companies prepare for delivering great customer experiences in the future. How do these efforts manifest in practical solutions and marketing programs and user interactions, however? It may interest meeting and event planners to find out more. As some of today’s best-known customer experience futurists and keynote speakers, the type of work we often do includes the likes of:

• Researching technology trends and innovations that will impact customers, such as AI, VR/AR, blockchain, 5G, etc. Analyzing how these emerging techs may be integrated into future customer experiences.
• Forecasting how customer expectations around personalization, convenience, speed and service will evolve based on societal and demographic changes. Per customer experience futurists and keynote speakers, it helps predict what good CX will entail in 5-10 years.
• Envisioning new customer journeys and touchpoints that may arise with innovations like autonomous vehicles, smart homes/cities, digital assistants, etc. Advisors spec out what seamless CX could look like in future tech-enabled scenarios.
• Advising on how customer experience strategy, operations and culture need to adapt today to meet the CX demands of the future. That includes reimagining metrics, processes, team structures and skill sets.
• Developing future scenario models to stress test impending CX innovations and strategies against various outcomes. As customer experience futurists and keynote speakers, the process provides a playbook to pivot strategies based on how the future unfolds.
• Prototyping potential customer experience concepts leveraging bleeding edge technologies like VR, emotion AI, biometrics etc. which helps make future CX innovations tangible.
• Creating experiential exhibits/demos that immerse company leaders and employees in simulated future CX environments – which often drives empathy for future customer mindsets.

Top customer experience futurists and keynote speakers combine research, strategic foresight, prototyping and storytelling to get companies ready for delivering standout customer experiences of the next decade and beyond.