I see the emphasis on managing customer experience accelerating. Some progress has already been made in the area of customer-centric measurement, largely due to an increasing emphasis on Big Data and process analytics. In 2013, more organizations will begin to understand that this calls for a shift in management attention to a more systemic view of business. Some organizations may begin to appreciate that overall performance for customers is dependent on what the organization measures, manages, and rewards and therefore requires a systemic view that pays attention not only to customer-focused metrics, but also to business models, governance, and reward systems.
[Editor’s Note: This post is part of the annual “Cutter Predicts …” series.]