6 Customer Experience Trends to Watch in 2018

6 Customer Experience Trends to Watch in 2018

Customer experience should get interesting in the year ahead. Expectations are at an all time high while customer trust is at an all time low PHOTO:
Florian Pérennès

It’s the time of year where customer experience (CX) professionals and pundits dust off their crystal balls as the industry looks toward another year of uncertain opportunities and challenges. Last year raised the bar, as breakout technologies, such as artificial intelligence (AI), intelligent assistants and robotic automation, began to take hold and shift the CX paradigm as we know it.

At the same time, CX quality has largely stalled. According to a Forrester Research report,…

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