2016 is going to be a wild but shaky ride. Hold on tight! Where’s the next hairpin turn for your organization? Adam and Jeannie have some customer experience predictions to help keep you in your seat. Customer Experience Predictions The landscape of customer experience improvement has changed a lot over the past year. New tech means more robust service solutions and new ways to connect with customers. Hooray! But be warned: It’s a two-way street. Better tech also means greater expectations from customers. They will put that new tech to the test, expecting better service, seamless cross-channel experiences, and unprecedented levels of customization. And as social customer care goes mainstream and loses its status as an “alternative” form of communication, customers have more power than ever to tarnish your brand when things go awry. Did you know that 89% of companies are expected to compete mainly by the experience they provide for customers this year? That’s a tall order if you’re not
