10 predictions for customer experience in 2019 nexxworks

We have seen the integration of data into more parts of the customer experience, the merging of online and offline channels and the large-scale rollout of retail ecosystems. So, here I take a quick look at some of the major trends that are going to set the tone for 2019. Every customer touchpoint is going to become more digital. This trend may have started before 2019, and indeed I have talked about it a lot in 2018, but 2019 is the year when it is really going to take off. The quality of the'human touch' in customer service will fundamentally increase because more data will be available for the front line staff.