2017 is quickly approaching and with that comes a new set of predictions! Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Gartner says that this year alone, 89% of organizations competed solely on the customer experience.

We’re in the middle of what many people are calling the ‘Age of the Customer’, where customers expect consistent experiences across multiple channels (including in-person and digital). They don’t care if providing these experiences is difficult, or if it requires a complex approach using multiple departments. Customers simply want to be catered to, and will go elsewhere if you can’t do that. Continue reading →