X2Engine’s 2019 Customer Experience Forecast – SMEs Focus on Customers

Winner of 2018 MarTech Solution Provider Award Expects Businesses to Further Embrace Automated Personalization at Scale

X2Engine, Inc., named Top 10 MarTech Solution Provider in 2018 by CIO Applications, announced that they expect small and medium-sized enterprises (SMEs) to focus on improving customer journeys by embracing automated personalization through the entire customer lifecycle in 2019.

X2Engine, Inc. along with industry leaders and analysts, predict the need for fluid customer interactions within SMEs as a driving factor behind technology and process decisions in the next year. To remain competitive and advance business efforts toward success, businesses must have company-wide systems that are competent in supporting the entire customer lifecycle. Read more about X2Engine’s 2019 predictions on the X2CRM blog (blog link available upon request).

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These predictions result from consumer behavior trends. According to a recent survey by Accenture, 66 percent of customers will switch companies due to poor customer service. Additionally, a Harvard Business Review study determined that customers who had a good experience spend 140 percent more than customers who had a bad experience.

Constellation Research vice president and principal analyst Nicole France states, “The key is to focus on the most important fundamental of all: understanding customers.” She continues to state that understanding the customer “means knowing them well enough to anticipate their needs, sometimes even before they do themselves.” France emphasizes that “customer experience” and customer understanding are flip sides of the same relationship coin. “Essentially, customer experience is the relationship from the customer’s perspective — customer understanding is the cross-enterprise experience of the same relationship.” X2Engine’s X2CRM solution continues to make advancements addressing the customer model through a comprehensive CRM, workflow engine and marketing automation platform, delivering:

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• Advancements within the single marketing automation, workflow engine, and CRM portal platform, providing personalized experiences relevant to the customer journey.

• Responsiveness at scale within email, landing pages and web lead forms.

• Extension through the multi-channel customer experience.

“Enterprise CRM and enterprise marketing automation will merge together and incorporate social features seamlessly,” said David Buchanan, CEO of X2Engine, Inc. “Also, CRM portals will drive immediate value to customers by resolving their inquiries with tailored responses according to their profile, purchases, and activities.”

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