8 months, 11 days ago

Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in…

8 months, 11 days ago

Predictions 2018: Digital Strategy Reaches The Heartwood Of The Business

Digital business leaders know that customer obsession is the winning mantra, however meeting the needs of today’s empowered customer requires both laser focus and responsiveness. Experimentation, minimum viable products, and labs are so 2017. In 2018, …

8 months, 12 days ago

Predictions 2018: AI Hard Fact – Treat It Like A Plug-And-Play Panacea and Fail

Look right, look left, you’ll see a fellow CIO contemplating their AI move. Failing to act is not an option in most organizations. However, as enterprises are kicking off their AI pilots or seeing early results, the honeymoon is over as enterprises tha…

8 months, 12 days ago

Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

The promise of artificial intelligence (AI) has permeated across the enterprise giving hopes of amping up automation, enriching insights, streamlining processes, augmenting workers, and in many ways making our lives as consumers, employees, and custome…

8 months, 13 days ago

Predictions 2018: Mobile Evolves Into The Digital Experience Conductor

Last year Forrester predicted that mobile would become the face of digital, with consumer app fatigue forcing digital business professionals to pursue a portfolio of mobile experiences. Since the beginning of 2017, 29% of firms Forrester surveyed have …