For all the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience.
Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online and offline.
http://mytotalretail.com/article/digital-commerce-and-the-customer-experience-top-trends-for-2020/
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today.
http://www.briansolis.com/2018/01/future-cx-look-like-promising-predictions/
It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.
Bruce Temkin, for example, has declared that the Customer Experience Theme for 2018 is “Humanity“.
Who am I to disagree?
But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2018 as they were in 2017, 2016, and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.
https://customerthink.com/customer-experience-non-trends-for-2018/
