Customer Experience Trends: 2015 Reflections and 2016 Predictions




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This whitepaper delves into the customer experience trends that were predicted for 2015, see how they panned out and how companies responded.

The more things change, the more they stay the same. When it comes to the customer industry, the past few years have seen certain trends evolve, while the fundamentals of customer service remain the same.

This whitepaper delves into the customer experience trends that were predicted for 2015, see how they panned out and how companies responded. It also includes some unexpected trends that popped up during the year.

Finally, there is a look to where the industry will be headed in the coming year so your organisation can prepare budgets, and customer service teams can plan ahead and strategise.


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