What do you think will be the biggest 2011 trend in Customer Experience Management for brands?

Companies will utilize the power of social communities to transform the way they engage, sell and service customers

Companies will create positions for CEM executives to tackle the growing importance of superior customer experience for differentiation/competitiveness

Sophisticated and advanced customer analytics will drive business decisions across an organization more than ever before

The blending of multiple touch points (e.g., mobile, in-store/in-person, online/offline) will become increasingly important and push companies to offer better multi-channel experiences

Companies will put greater emphasis on responding to individual consumers online than ever before