Year in Review: Top Experts Weigh in on the State of Customer Experience

According to a 2018 Gartner survey, more than two-thirds of businesses now compete mostly on the basis of customer experience. That number will climb to 81 percent within two years’ time as more companies recognize that an investment in customer experience translates into an investment in greater success: it impacts customer satisfaction, loyalty and, ultimately, the bottom line.

To encourage more partners to adopt a customer-first mindset, throughout the year we’ve hosted a series of SuccessTalk sessions covering everything from how to build successful teams to the use of data to personalize experiences. If you missed any of those discussions, don’t worry — we’ve consolidated the most notable tips and takeaways in this infographic, which you can use to guide your strategies in the New Year.

Straight out of the playbooks of a variety of Cisco business leaders and industry experts, here’s a sneak peek at some of those takeaways:

“On one hand we see a significant amount of change in threat [of disruption], on the other hand we see a failure to respond.”
– Andy Noronha, Director of Cisco Digitization Office and Co-author of Digital Vortex
From the webinar: Is Your Organization in Digital Denial?

“People want experiences that are relevant to them, customers today demand that hyper-personalization of literally everything.”
– Bill Ford, Manager Americas Business Development, Cisco
From the webinar: Customer Experience in the Digital World

“We need to be demonstrating that we genuinely care how [customers] are using the product and that we are ultimately delivering on the promise that we made when we first sold it.”
– John Stone, Sr. Manager, Digital Experience & Analytics, Cisco
From the webinar: How to Create Customers for Life

“It’s up to us, as solution providers, to change our engagement to make sure that we are engaged continuously and in an integrative fashion.”
– David Sakamoto, Head of Customer Success, Cisco
From the webinar: Customer Success is a Game Changer

“In a software subscription-based world, 90% of the lifetime value of that customer comes after the initial sale.”
– John Hendrick, Partner Success Manager & Customer Success Motion, Cisco
From the webinar: In It Together: Customer Success and Sales

It has been awesome this past year to see the rate at which our partners, both large and small, have advanced their commitment to customer experience. If you’re still considering how to join them in that commitment, I encourage you to check out our award-winning SuccessHub site. It is chock-full of thought leadership articles, videos and other content offering partner-focused strategies for improving customer health and success, delivering value across the entire customer relationship lifecycle and increasing revenue-generating opportunities.

As we head into the New Year, I hope you will take action to put your customers first in every facet of your business. We stand ready to support you on your journey. Wishing you a joyful holiday season and a very successful and profitable 2019!