The 2017 CX Outlook
In the two years since we collaborated on The 2015 Customer Experience Outlook, much has changed in the world of customer experience—and much of that change has been digital. Speech interfaces, artificial intelligence, wearables, and robots have gained significant traction over the past two years and seem poised to take over our customer interactions.
And yet, when we reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2017, the theme of digital innovation took a back seat.
Instead, they focused on our need to connect with each other: To build bridges across our organizations. To communicate honestly. To be kind to one another.
We believe this year’s focus on the human aspects of customer experience reflects how 2017’s political and social forces are shaping the way we do business. Certainly, it is a time for us to reflect on the work we’re doing and the world we’re creating.
Contributors include: Josh Bernoff, Kerry Bodine, Megan Burns, Dave Carroll, Martin Dowson, Tomas Edman, Matt Inman, Oliver King, Ingrid Lindberg, Lisa Lindström, Peter Merholz, Keith Pearce, Fernando Straminsky, and Stina Nilimaa Wickström.
We hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead!