Customer Experience Management (CEM)

2017 Predictions: Dynamics that Will Shape the Future in the Age of the Customer

Provided by Avaya

Category Customer Experience Management (CEM)

Type White Paper

Length 24

Publish Date October 28 2017

Date posted August 22 2017


Virtually all competitive markets are on the move and the customer is the fundamental driver of these changes. Adventurous, experimental, and downright fickle behaviour — once thought of as “Millennials being Millennials” — has gone mainstream. Companies that don’t now launch customer experience (CX) initiatives to influence consumption habits and change their operations, face being left behind. This Forrester paper looks at big business and leadership, Customer Experience, and technology changes expected for the rest of 2017 and beyond.

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