Lovely article about customer experience (CX) trends by the great folks at LiveWork in Rotterdam.
1. Experience economy: virtual and shared
2. Self-improvement: becoming better people
3. Hyper-personalisation: the rise of the individual segment
4. Privacy 2.0: full-anonymity
Number two correlates with what I see in reader behaviour at my own work at NRC, and what I read in the latest New York Times report
. We all love to read about how we can improve ourselves. Hence, NYT is investing in health and service journalism.
And about the shared experience, I believe in the trend of growing interaction between consumer and producer of content. Both after publication and before (wisdom of the crowd). The folks at Hearken
apparently help journalists and content marketers listen to their audience with their platform enabling journalists to partner with the public throughout the reporting process. The idea is to produce happy feelings on both sides and high performing content of course.