2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand.
With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy.
HOLD EVERYTHING: The results are in.
It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus.
Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was an eccentric and inspiring collection of people focussed on the next chapter of voice and telecom technology. (It came on the heels of the “Voice 2.0” movement but with a broader vision.) The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this post).
A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. Twilio and RingCentral both had a bumper crop of news and their stock prices have reflected that; this continues the momentum from the 
There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. 
Analytics are a key part of any company’s road to success. It’s important for all departments to have benchmarks for success that can be easily measured and tracked. These are often referred to as KPIs (or, key performance indicators). KPIs are measures that indicate how well a company or specific department is tracking towards a clearly-defined goal. 
