By all accounts, 2019 will be the year marketers (finally!) get serious about customer experience (CX). Defined by BusinessDictionary.com as “the entirety of the interactions a customer has with a company and its products,” CX has long been a hot topic, and in our age of endless distractions, an aspect of customer relationship management (or CRM) that businesses can’t afford to get wrong. Armed with intelligent technologies capable of delivering the highest levels of customization and personalization, brands and their partners will place big bets on CX – and its impact on driving conversions – in the year to come. Now onto a handful of the trends we’ve been tracking, in no particular order