2016 Customer Experience Trends, Evaluated

At the start of the year, Forbes put together a list of the most visible trends relating to CX. Now that we’re halfway through 2016, we can analyze these trends to see what was accurate, what was not, and what we can expect for the second half of 2016.

While all of the points made by Shep Hyken, the article’s author, are accurate, here at AST, we see mobile, omni-channel experiences as the top CX drivers.  Customers look to deliver customer service through mobile devices using geolocation, push notifications, SMS, social media, and mobile-friendly features.  Conversely, drivers such as YouTube for service have a reduced impact on CX.  Does your organization see a difference in the predicted trends?