6 Customer Experience Trends to Watch in 2018

It's the time of year where customer experience (CX) professionals and pundits dust off their crystal balls as the industry looks toward another year of uncertain opportunities and challenges. Last year raised the bar, as breakout technologies, such as artificial intelligence (AI), intelligent assistants and robotic automation, began to take hold and shift the CX paradigm as we know it. At the same time, CX quality has largely stalled. According to a Forrester Research report, multiple data sources show that customer confidence and spending are up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in companies has dropped precipitously, which means brands are missing the mark in delivering on their customers' expectations.