Five Trends Shaping The Future Of Customer Experience In 2018

A KDDI Corp. employee holds a smartphone to demonstrate the company's augmented reality (AR) voice assistant service at the CEATEC Japan 2017 exhibition in Chiba, Japan. Particularly when it comes to customer experience, money talks. When it comes to money -- the CEO decides. So the priorities of the CEO matters -- because what the CEO focuses on grows. And generally there's a lot of pressure on the CEO from the board to make quarterly dividends. With so much board focus on quarterly profits and growth, it's hard for the CEO to truly focus on customer experience -- which involves long-term investments, or being misunderstood by wall street for long periods of time.