Post by author: Connie Moore (Guest Author)

We’re almost at the mid-point of 2018. That may seem an odd time look at industry trends. But we live in business times of rapid technology change and the constant ratcheting up of expectations on the part of customers, prospects, employees, and other stakeholders. Leaders and practitioners need pulse points on customer experience more than once a year to guide their assessments of work-in-progress and make course corrections if necessary.What major trends in customer experience management are shaping current and future investments and initiatives for the rest of this year and into next?