We’re almost at the mid-point of 2018. That may seem like an odd time to look at industry trends. Analyst firms typically do that at the end of a calendar year, making their predictions and prognostications for the next twelve months bounded by January and December. 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?
These five trends are underpinned by forces that aren’t likely to change over the next 12 months, including new business models emerging from ongoing digital disruption, the recasting of business operations around the customer, and the shift to online commerce. We have another six months to look at how they’ll shape customer experience trends in 2019.
A version of this post was originally published on the Digital Clarity Group website.