1. Customer Experience Trends for 2016
Here’s a sneak peek at investment areas that will influence the customer experience next year.
DECEMBER 2015:
Customer Experience Trends
Great customer experiences have become a top priority for business leaders. And for good reason: Excellent
customer experience correlates with revenue growth. Delivering an exceptional customer experience means
understanding your customers’ needs and expectations. As companies race to gain a competitive advantage,
here’s a preview of the trends that are driving customer experience initiatives for 2016 and beyond.
— By Judith Aquino and Lorri Cosentino