I just returned from Frost & Sullivan’s Contact Center Executive MindXchange, where I had the pleasure of interacting with many leaders in our industry. Over three days, vendors showed off their newest features and executives shared what issues challenge them today and what they worry about down the road.
On the flight home, I spent the time looking through my notes trying to find larger patterns. We cover “trends” on this blog quite often (e.g. Top 10 Customer Experience Trends, Top 10 Contact Center Trends). What I want to talk about today are “mega-trends”, which I define as bigger strategic patterns that drive multiple, more focussed, trends.
These 3 mega-trends are the most powerful forces in our industry today. Continue reading