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New Customer Experience Management Trends for 2026
Looking forward and finding ways to adapt to new technology and new best practices is a key aspect of any business and it is important to understand the growing customer experience management trends to be able to provide a memorable experience. boostCX is looking forward to help you get ahead of the curve with this list of New Customer Experience Management Trends for 2026. Learn more about how hyper-personalization, Artificial Intelligence (AI), proactive customer experience strategies, and more will shape the future of the CXM.
5 Emerging Trends for Customer Experience Management in 2026
The customer experience (CX) has never been more important.
An estimated 90% of businesses make it their primary focus and 73% of customers say that the customer experience is the number one thing they consider when deciding whether to make a purchase. The global customer experience management market is projected to grow from $22.35 billion in 2025 to $68.24 billion by 2032 and it's clear that investing in a positive customer experience is a valid strategy to drive revenue.
Here are five key trends that will define a winning CX strategy in 2026 and beyond:
Hyper-Personalization of Customer Experiences
Hyper-personalization is about taking customer experience personalization to the next level by using advanced technology, like AI and machine learning, to create highly individualized experiences. This goes beyond traditional personalization, which might use a customer's name or purchase history, and uses a broader range of data points, such as browsing behaviors, location, and even contextual factors to tailor interactions in real-time. This can involve anything from dynamically customizing a landing page with relevant content to a chatbot that proactively suggests a new interest-earning account to a bank customer.
Continued Development of AI Technology
The use of Artificial Intelligence in customer experience is growing rapidly, with an estimated 22% growth in the conversational AI market between 2020 and 2025. AI-driven chatbots and virtual assistants have the ability to provide 24/7 support and handle simple customer interactions, freeing up human agents to focus on more complex issues. AI also opens the door to sentiment analysis, which helps businesses understand the emotions behind the customer feedback from various platforms.
Increased Use of Predictive Analytics
Predictive analytics is the use of data, statistical algorithms, and machine learning to forecast future customer behaviors and needs. It allows businesses to move beyond reactive service and anticipate potential problems before they become more severe. By analyzing a customer's history and real-time patterns, a company can proactively send an alert or offer a solution, which helps prevent customer churn and improves customer retention.
Increased Focus on Emotional Intelligence
In a more automated world, Emotional Intelligence (EI) in human agents is more important than ever. Emotionally intelligent agents are able to empathize with customers, de-escalate tense situations, and build stronger relationships, which helps build brand loyalty. By developing skills like self-awareness, self-regulation, and active listening, support teams can turn negative interactions into positive ones and make customers feel valued.
Continued Optimization of CXM Strategies
Always optimizing CXM strategies will be a key focus for companies in 2026. This involves using innovative tools and technologies to gather customer data, identify customer pain points, and create customer journey maps. By regularly monitoring KPIs like customer satisfaction scores (CSAT) and Net Promoter Scores (NPS), businesses can measure the impact of CXM strategies and make sure they are meeting expectations.
READ MORE: How To Find the Right Customer Experience Management Software
As customer expectations continue to grow and change, it is even more important to stay ahead of these New Customer Experience Management Trends for 2026. By embracing hyper-personalization, AI-powered solutions, predictive analytics, emotional intelligence, and continuous strategy optimization, you can set your business apart from your competitors.
Contact boostCX today to see how our customer experience management platform can help you implement these trends and strategies!
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How To Create a Customer Journey Map
Have you ever wondered what your customer experiences from the moment they discover your brand to the point of purchase and beyond? Visualizing the customer journey is key to understanding their needs and crafting a more memorable experience. A customer journey map acts as a roadmap and guide, revealing the key touchpoints, interactions, and emotions that customers encounter when they interact with your business.
boostCX is a leading provider of customer experience solutions and we understand the value of a customer journey map. We hope this overview will give you the tools and insight you need to learn how to create a customer journey map that will help you gain valuable insight into the customer experience, identify areas for improvement, and design a customer journey that builds loyalty and drives business growth.
Step-By-Step Guide to Mapping the Customer Journey
Understanding the customer journey is like putting together a puzzle — once you have all the pieces in the right places, the whole picture comes into view. Mapping the customer journey for your business is a step-by-step process that unlocks valuable insights about your customers and their experiences with your business.
- Define Your Objectives – The first step is to define the purpose of the customer roadmap. What are you hoping to learn about your customers and your business? Are you looking for specific pain points in the customer journey?
- Define the Customer Persona – Who are you trying to reach? Determine the audience you hope to reach — customer demographics, goals, and pain points. This process can help you predict customer behavior.
- Identify Customer Touchpoints – When you create a customer roadmap, it is important to take into account every touchpoint a customer may have with your business, online or in person. Touchpoints include online discovery, social media engagement, and post-purchase services. Where do you need to put more emphasis for your company?
- Map Emotional Touchpoints – This step in the process is more about the how than the what. When you understand when and where customers interact with your business, it is important to map out how they feel about each touchpoint. Are they happy with their experience? Are they frustrated?
- Do Your Research and Collect Data – This may be one of the most crucial steps of the process. The more information you have on the customer experience, the more accurate your analysis will be. Collect customer data that includes feedback, online analytics, sales data, customer service notes, and more via a variety of platforms that provide a comprehensive view of the customer experience. Analyze that data to better understand the customer journey.
- Take the Customer Journey – The best way to truly understand your customers is to take the same customer journey. Walk through the process step by step, taking into account the customer feedback you have collected, and using the tools at your disposal to improve each customer touchpoint.
- Analyze and Update – The customer journey is always evolving and changing, making it important that you continue to analyze and update your customer journey map to ensure that you are always delivering a memorable customer experience.
What Data Do You Need to Map the Customer Journey?
Mapping the customer journey requires two data sets — customer feedback and unsolicited customer data. Customer feedback may be gathered through surveys, social media comments, and even support interactions, and has the potential to reveal customer perceptions, needs, and pain points within the customer journey. boostCX provides businesses with a wide array of innovative solutions that can help you collect customer feedback on a variety of platforms. Unsolicited customer data is the hard metrics your business already collects and does not require customer feedback. Examples of unsolicited customer data include purchase history, website analytics, and even abandoned cart rates that combine to paint a picture of customer behavior. A combined analysis of these data sets can help identify hidden patterns and areas to optimize on your customer roadmap.
Why Should You Map the Customer Journey?
Did you know an estimated 80% of customers believe the customer experience is just as important as the products or services they purchase? This highlights the critical role of crafting a memorable customer journey, one that fosters loyalty and drives business growth. Mapping your customer journey acts as a roadmap, revealing the touchpoints, interactions, and emotions customers experience as they interact with your business. This visual representation of the customer experience allows you to gain additional insight into each step of the process, identify potential pain points, and make the changes you need to drive success.
Unlocking the secrets of the customer journey isn’t just about creating a flowchart — it’s about understanding the key to business success. Creating a customer journey map provides a roadmap to understanding your audience, identifies opportunities for improvement, and ultimately designs experiences that resonate with your customers.
Ready to transform your customer experience? Contact boostCX today and learn more about how to create a customer journey map with our innovative customer experience solutions!
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Top 3 Key Concepts for Customer Experience Management
The customer journey is no longer as straightforward as it may have been in the past. Modern consumers expect a personalized and positive experience at every touchpoint of the customer experience. Implementing Customer Experience Management (CXM) into your business operations is crucial for building brand loyalty, boosting customer satisfaction, and ultimately driving growth. We hope that this overview of the top 3 key concepts of customer experience management will help you develop an improved customer experience at every touchpoint. Armed with these strategies and a comprehensive suite of boostCX customer experience management tools, you will drive success in any industry.
Key Strategies in Customer Experience Management
Creating a memorable customer experience is the secret weapon in today’s marketplace and Customer Experience Management (CXM) goes beyond simple transactions, focusing on building relationships and brand loyalty. boostCX understands this philosophy and as your customer experience partner, we’ll provide you with the tools and insights you need to transform every customer interaction into a positive touchpoint.
Here is a better look at key strategies that form the foundation of successful customer experience management that help you meet customer expectations and propel your business forward.
Strategy #1: Collect and Measure Customer Feedback
The power of customer feedback lies at the heart of any successful customer experience management strategy. By actively collecting and measuring customer insights, you gain a better understanding of your audience and get to understand their experience on a deeper level. This feedback provides valuable data about the customer experience and pain points — allowing you to calculate Key Performance Indicators (KPIs) like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). When you analyze this data, you can identify areas for improvement, personalize interactions, and continuously refine your customer experience.
boostCX provides your business with the tools you need to accomplish these crucial first steps and collect feedback with customer surveys on a variety of channels that include text, email, phone, intercept, and in-app surveys. Multilingual and responsive surveys make it simpler to communicate with customers and gain additional feedback, and boostCX Closed-Loop Alert Management provides you with real-time alerts when customers submit negative reviews.
Strategy #2: Analyze and Take Action
As the saying goes — knowing is only half the battle. A key concept of customer experience management is transforming customer feedback into action and improving the customer experience. Simply collecting feedback and data isn’t enough — the key lies in analyzing it to identify customer pain points and areas for improvement, and creating a plan of action to improve business operations.
boostCX gives you the ability to do just that with advanced Text Analytics. This innovative tool uses human and machine learning to help uncover hidden themes and sentiment within customer reviews, surveys, and social media conversations and a better understanding of these insights means you can be more proactive. boostCX Actionable Insights equips you with the data-driven strategies needed to personalize interactions and eliminate friction with KPI trends and KPI Scorecards.
Strategy #3: Personalize the Customer Experience
In the modern economy, customers crave and expect personalized experiences. They expect companies to understand their individual needs and preferences and this is where customer experience management can help. By personalizing multiple touchpoints throughout the customer journey, businesses can build stronger relationships, boost satisfaction, and ultimately drive brand loyalty. Imagine a customer who receives targeted recommendations based on past purchases, or who is greeted by name during a service call. These personalized touches make a big difference and a well-crafted CXM strategy focuses on leveraging data and customer insights to personalize interactions across all touchpoints. This may involve tailoring email campaigns, offering product recommendations based on browsing history, or even customizing support experiences.
boostCX can help you collect and analyze the customer data to get to know your customers better and provide you with the insight you need to personalize customer experiences. The result? Customers feel valued, understood, and more likely to not only convert but become loyal brand advocates.
We exist in an experience-driven economy and mastering customer experience management is vital to your success. By focusing on the top 3 key concepts of customer experience management we have highlighted here — collecting and measuring feedback, transforming feedback into action, and personalizing the customer journey — you can craft unforgettable customer experiences that foster loyalty and propel your business forward.
Are you ready to elevate your strategy? Contact boostCX today to find out how our customer experience management platform can help you create a memorable customer experience!
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How To Use Social Media to Engage with Your Customers
Social media is much more than a place to share funny cat videos and post pictures of your vacation to Disneyland anymore – although that is still pretty great. Social media is a powerful platform for businesses to connect with customers in a more personal way and an estimated 74% of customers use social media to inform their buying decisions. But how do you turn those likes and follows into real engagement that will benefit your business?
boostCX is a premier provider of customer experience management and we want to help you learn how to better use social media to engage with your customers and drive customer satisfaction and loyalty. boostCX customer experience management solutions can help you listen to what your audience is saying and turn customer feedback into action.
Top 3 Best Ways to Engage with Your Customers on Social Media
Social media has revolutionized the customer experience landscape. It is no longer a one-way street of marketing for your company – social media platforms are now communication hubs where current and potential customers actively seek information, share experiences, and connect with brands they value. This evolution of social media presents a golden opportunity for businesses to ditch traditional marketing methods and engage in real-time conversations on a variety of social platforms.
boostCX Social empowers you and your business to join the conversation with your customers by providing tools for social media monitoring and communication. boostCX Social ensures you never miss a customer reaching out by monitoring social reviews to identify customer trends and issues with business processes – whether it’s a question, a compliment, or a concern. In addition to allowing you to address customer concerns, social media also allows you to celebrate customer wins publicly, fostering a sense of community and brand loyalty. Imagine a customer excited about your product or brand on X (formerly Twitter) – with boostCX Social, you can easily respond, thanking them for their feedback and extending the conversation.
boostCX Social Reputation Management helps you navigate online sentiment, ensuring your brand voice is always on-point. By monitoring social media conversations and addressing negative feedback right away, you can turn potential issues into positive customer experiences. This two-way communication loop, facilitated by boostCX Social tools, is key to building stronger relationships, increasing customer satisfaction, and improving the overall customer experience.
Here is a look at a few key strategies for engaging with your customers on social media:
1. Ask Questions
Asking questions on social media isn’t just about gathering information – it is about starting conversations with your customers. Pose thoughtful questions about customer preferences, experiences, or your products on social media and you will show that you value customer input. This two-way dialogue builds relationships with customers, fosters a sense of community, and allows you to tailor your products and services to better meet customer needs. boostCX Social can help you craft engaging questions and analyze the responses, providing valuable insights to improve the customer experience.
2. Create and Share Fun and Interesting Content
Skip the dry product descriptions and advertising lingo – social media thrives on entertainment. Create fun and engaging content like polls, contests, or behind-the-scenes glimpses of your company that humanize your brand and grab the attention of your potential customers. This lighthearted approach sparks conversations, keeps followers coming back for more, and ultimately strengthens the connection between your business and your customers.
3. Keep Posts Relevant to Your Business
Funny memes and GIFs are always tempting – but remember, social media is a great way to connect with customers and drive business. Keeping your posts relevant to your business offerings and target audience ensures valuable interactions that can create additional leads and build your brand. Focus on content that educates, entertains, or sparks conversations around your products or services, allowing you to build trust and establish yourself as a leader in your industry.
Are you ready to turn your social media platform into a customer engagement powerhouse? Use these quick tips on how to use social media to engage with your customers and benefit from the power of boostCX Social and more customer experience solutions.
Contact boostCX today and discover how we can help you transform your social media strategy and connect with your customers!
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What Is the Inside-Out Strategy for Customer Experience?
Have you ever wondered how some businesses consistently deliver unrivaled customer experiences and others seem to struggle? The answer may lie in their approach to the customer experience strategy. The inside-out strategy may be the perfect solution for your business and you may want to know – what is the inside-out strategy for customer experience? boostCX may be able to help drive success for your business.
boostCX is a leading partner in customer experience management for businesses in industries like automotive, retail, and hospitality, and can help you implement a successful inside-out strategy. We offer a suite of tools and solutions to help you empower your employees, streamline internal processes, and create a foundation for remarkable customer experiences.
How Does the Inside-Out Customer Experience Strategy Work?
The inside-out customer experience strategy flips the traditional customer-first approach on its axis. Instead of putting all of your focus on external factors that directly impact your customers, it prioritizes building a strong internal foundation with your employees and creating a quality experience. This means investing in the employee experience with employee satisfaction programs, training, and manufacturing a company culture that prioritizes customer needs. When your business empowers and equips staff with the right tools, this approach lays the groundwork for employees to consistently deliver exceptional service, resulting in a more positive customer experience.
Benefits of an Inside-Out Customer Experience Strategy
The inside-out customer experience strategy boasts a range of benefits that extend far beyond just happy customers. Here’s a better look at some key advantages of this approach:
- Reduced Costs – By empowering your employees to make important customer-focused decisions and streamlining internal processes, companies can experience a decrease in customer service issues and inquiries. This translates to fewer support calls and happier customers, and can lead to reduced operational costs and increased profits.
- Happier Workforce – Employees who feel valued, well-trained, and equipped to handle customer needs are more likely to be engaged and satisfied in their roles. This positive work environment fosters lower turnover rates and a more productive staff and means that employees are more likely to go the extra mile for customers.
- Set Your Business Apart – In a crowded marketplace, exceptional customer service and the customer experience can be a major differentiator. The inside-out strategy cultivates a company culture and hires employees that prioritize customer needs, leading to consistently positive experiences that set your brand apart from the competition.
Companies like Apple and Toyota are prime examples of the success of the inside-out approach. Their focus on employee satisfaction and empowerment translates into a seamless customer experience that keeps patrons loyal and coming back for more.
Do you wonder how some businesses always deliver an exceptional customer experience? They might be using the inside-out customer experience strategy. This approach prioritizes building strong internal capabilities and a strong workforce to drive positive customer interactions. Businesses that want to know – what is the inside-out strategy for customer experience – can learn more about this approach with this overview created by boostCX.
Contact boostCX today to learn how we can help you build a successful customer experience strategy!
Understand Your CX Maturity Level
How mature is your customer experience strategy? Find out with a FREE, personalized CX Health Check.
The boostCX Health Check can help you understand where you're at, and where you need to be. Complete the assessment to:
Evaluate your current customer experience operations
Get personalized, tactical advice on areas of improvement
Receive a CX Maturity Model score
Scale your CX operations for success
