The future of customer experience innovation – Have your say

The Customer is King – or at least the customer has to be king in an era of economic hardship where more than ever before, customer experience is providing the key to success for some of the nation’s biggest brands. Customer experience is a hot topic on everyone’s lips these days – which is why Rapide, the Moments of Truth company, has launched a nationwide poll to find out what brands and businesses really believe the biggest customer experience innovation of the next 10 years will be.


Rapide are technology experts specialising in business communication, offering real-time customer experience management solutions to some of the nations biggest and most well known brands, including Vodafone, Barclays, Harrods, Premier Inn and the Ministry of Defence.


In a bid to shed light on how the customer insight industry will evolve over the next 10 years, the company has launched an online poll posing the question – ‘where do you think the biggest customer experience innovation of the next 10 years will come from?’


The survey, which can be found at has already been inundated with responses from major brands such as Sony, E-On, BT, Aviva and Fitness First, and is so far reinforcing Rapide’s belief that the future of customer engagement is mobile.


41% of respondents to date believe mobile technology will be the greatest innovation of the next 10 years, followed by 27% predicting predictive customer analysis. On demand services come in third with 14% of responses, followed by social media and augmented reality. These statistics make for some interesting reading – and perhaps suggests that the UK’s obsession with social media won’t last in business.

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