08 Jul WHAT IS A CUSTOMER EXPERIENCE FUTURIST AND WHAT DO THEY DO?
A customer experience futurist and keynote speaker is a professional who anticipates and forecasts future trends and behaviors concerning customer experience (CX). As the name implies, these experts look towards the future, combining insights from various fields such as technology, sociology, psychology, and business to predict how changes in these areas might impact the ways businesses interact with their customers.
As you might imagine, a customer experience futurist’s role often includes but is not limited to the following:
Trend analysis and forecasting: Professionals in the field monitor, analyze, and predict future trends related to customer behaviors, preferences, and expectations, among other factors. Experts here may use a variety of tools and techniques to do this, including (among other things) data analysis, artificial intelligence, and other forecasting methods.
Technology adoption: As technology continues to evolve, customer experience futurists also often keep an eye on the latest digital and tech trends that might impact customer interactions. It’s part of their job to help businesses understand and adapt to these trends.
Strategic advice and planning: On top of this, practitioners will also frequently advise organizations on how to plan for the future, taking into account their predictions and analyses. Such efforts might encompass suggesting new business strategies, proposing adjustments to existing practices, or advocating for specific technologies or approaches.
Training and Education: Many customer experience futurists and keynote speakers also provide training and education to businesses, helping them understand future trends and how to adapt their customer experience strategies accordingly.
Innovation: And of course these folks (not surprisingly) also often contribute to the development of new products, services, and strategies based on their forecasts about the future of customer experience.
Communication: Oh, and don’t forget that pros here also have to communicate effectively with a range of stakeholders from business executives to customer service teams to ensure that everyone understands and is prepared for potential future changes.
So, in a nutshell, a customer experience futurist helps businesses stay ahead of the curve by anticipating and preparing for future changes in customer behaviors and preferences. In support of this goal, they’ll generally use their expertise to ensure that enterprises can continue to deliver high-quality products, services, and solutions, even as the world around them changes at a brisk clip.
