Before we can predict the future, we must understand a little about the past and a lot about the present. To see where we’re going, at least in the next year or two, just look at what’s been trending in the last twelve months. Now, some of these have been trending for much longer than a year. Our first item on the list is a perfect example. I said the same thing about customers being smarter than ever last year, and even the year before. Then there are cutting edge trends, such as cognitive analytics, where computers are thinking, not just computing.

So, here are 16 of what I see as the most obvious trends in customer service and experience that are relevant to the majority of businesses.

Continua a leggere “Forbes: 16 Customer Service and Experience (CX) Trends For 2016” →