Another year has passed and Digital Customer Experience (CX) finds itself once again at the top of many business agendas. Not surprisingly however, considering many experts are calling CX the new battlefield. Dramatic, I know but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
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