In its fourth year, my top five customer experience predictions for 2018 include CEO involvement in the customer experience strategy, personalization, the use of data and decisioning, the customer experience cloud, and all types of augmented reality experiences for customers.
from Forbes Real Time https://www.forbes.com/sites/blakemorgan/2017/12/05/five-trends-shaping-the-future-of-customer-experience-in-2018/
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