The next 12 months will see a greater focus than ever before on the quality of customer experience permeating strategies, systems, applications, and initiatives.

An efficiency and transaction mindset is driving many industries, including airlines, into a churn-based business model that is tough to escape.

In 2012 many businesses will need to step up their efforts to make better use of internal systems that are not integrated to customer relationship management (CRM), analytics, and customer service systems so they can deliver higher-quality customer experiences immediately. Integrating these systems together and making the quality of data and intelligence a priority will increase the quality of customer experience delivered.

Predictions for 2012

With these thoughts in mind, here are several customer experience predictions for 2012.

1. By combining quality monitoring, analytics, and social media, many companies get a true assessment of the customer experience they are delivering for the first time.

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