2016: The Year of Emotion (our CX mission)

We are at the beginning of another year full of boundless opportunity to continue to advocate for and improve customer experience. To kick off the new year, Bruce Temkin has published has annual listing of CX trends and I love that has posited that 2016 is (or will be) "The Year of Emotion."  Sounds great!

In his post for this, Bruce says, "Historically, emotion has been an underserved area-as you can see in our new infographic, Customer Experience Needs More Emotion. However, this year we expect companies to start explicitly considering emotions as part of their customer experience efforts."

He has also produced an awesome infographic to help us visually-centric media consumers get emotional with this information more easily.  Imagine a year where customer experience professionals end up in tears of joy for having transformed their brands and companies into the most amazing, sensitive, touchy-feely friends we need in times of duress (let's face it, we usually call or talk to customer experience with problems, right?).

CLICK TO ENLARGE

 To back this up, he also suggests you dig into three other new pieces of research:

• The (5th Annual!) State of CX Metrics, 2015. Positive signs of life and happiness in this one. 
• Make Your VoC Action-Oriented. Three words.  Simple. Simple. Simple.
• Tech Vendor Client Success Ratings. IBM tops out the tech vendor CX ratings and there are a lot of reasons why that we should consider if we are ever forced to chip away at old blue's "Stick-To-It-ive" bottom, er top, line.  My enterprise software friends will sigh here.

Overall, this is one of my fave analysis shares ever from Bruce, and I hope we can live up to his expectations for all of this year.  ;-)  Pass the Kleenex.