Last year, CX Network and industry experts from the likes of Facebook, Heathrow Airport, O2, Atom Bank and Shop Direct predicted that key 2017 trends would be:
- Customers demanding an emotional connection
- Culture change as a mission statement
- Omni-channel trumping multi-channel
- The next level of data science
- Video at the heart of everything
- The rise of artificial intelligence
- And more
And we were pretty spot on with that, if we do say so ourselves! So are you ready for our CX predictions for 2018?