10 Customer Experience Trends that will impact your Business

It has been predicted by many CX thought leaders and experts that 2017 is going to be a transformative year in the business-customer relationship. The reason for this expected transformation is evident in that customers now have an abundance of channels available to communicate with businesses. Change in our CX approach makes sense when you put human interaction on one end and AI-driven "bots" on the other; serving one common purpose, improving the customer's experience. In 2017 we will see how customers use tools to do more for themselves while supporting them with human interaction when they need assistance. In a recent article, Shep Hyken highlighted that according to Forrester, 72% of businesses indicated that improving the customer experience is their top priority.