“The value of design lies in its ability to breathe life into the inanimate. It allows it to have a life beyond itself. A life that touches whoever comes in contact with it. It leaves a lasting impression. An impression that changes our expression for life.”
This report has collated the advice and predictions of CX leaders to throw light on what they believe the future holds for organizations in this time of evolving customer behaviors and unprecedented shifts.
Look out for-increasing investment in technologies designed to improve our experiences and earn our trust.
Deliver exceptional experiences that anticipate and predict customer sentiment and customer value.
Include automation to enhance decision making and scale service excellence.
Integration with virtual and augmented reality (VR/AR) will be a core feature of the metaverse.
Develop products that use data to better integrate themselves into people's lives.
Personalization over the next year will be the opportunities to identify and act on "micro-moments".
Prioritize speed, simplicity, intuitive and user friendly design aided by artificial intelligence.