We predict that 2018 will be the year that the many strands of digital begin to come together to o er a more cohesive CX. We expect to see leaders finally streamlining omnichannel, offering a more connected customer journey.
We also expect to see artificial intelligence helping customer-facing staff by taking on many of the more repetitive tasks currently distributed over multiple systems. AI will bring information from different sources into one place, meaning that staff will spend less time trawling through different systems and interfaces.
Finally, we expect to see a shift from mass customer service to mass personalisation.