One of the big trends we are seeing in the world of customer experience is a focus on the experience of the software. The whole rise of Smart Phones is geared around this premise.
The software experience meets my needs or goals, is simple to use and is an enjoyable experience.
The initial rise of cloud-based software (a.k.a. SaaS, or software-as-a-service) focused on renting access to software instead of the historical approach of selling licenses. As cloud-based software expands, we’ll see these offerings cater more explicitly to the needs of customers.
How? More simple, highly-focused, specialized applications (like smartphone apps), more focus on quick initial usability, more sharing of best practices (usage, not technical), and customization based on behavioral analysis of users.
Tidbit: Net Promoter Scores for tech vendors are more correlated to customer experience than product performance.