The Top 10 Customer Experience Trends in 2018

Did you know that in 2018 more people will interact with businesses via digital channels rather than traditional voice phone calls? Social media, web chat and text messaging are all leading the way for channel expansion strategies to help customers get the right answer fast. Download this year’s report on new and emerging trends like leveraging AI, the adoption of automation and the use of video to improve customer experience.

  • Digital channels finally overtake voice.
  • Investments in advanced analytics tools drive customer experience transformation, etc.
  • Smartphone video camera support changes the game for customer support.
Digital interactions accounted for over 42% of all interactions.

As customer experience analytics matures, it is becoming increasingly predictive and focused on personalization.

With smartphone video camera support, 3-4 minutes of triage can be accomplished in seconds.