10 customer experience trends to watch out for in 2018 - ETtech

By Sameet Gupte Customer experience (CX) has become the quintessential scale to choose between brands, and poor experience is a way of falling short in the buyer's journey to seamless interaction. However, over time businesses have begun to adopt and understand that a key component to building their CX strategies is around the customer. With rising expectations, the climb to the top is getting steeper in this rapidly evolving space. Each year there are predictions that CX will make the purchase decision easier and further improve the customer-business relationship. It has been rightly doing so with the increasing number of communication channels, CX metrics, and tools to support the point of contact.