According to a recent press release, “X2Engine, Inc., named Top 10 MarTech Solution Provider in 2018 by CIO Applications, announced today 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.”

THe release continues, “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’.”

Read more at PR Newswire.

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