As we move into 2016, marketers are jockeying for position in finding the latest and greatest trends in customer experience. Nobody knows what the coming year will bring in terms of customer experience, but Temkin Group has identified several trends it views as significant factors in 2016. The research group gives a theme for each year according to what it predicts to be the most important CX trend, and 2016 is being called, “The Year of Emotion.”
“We continually scan leading-edge practices and new technologies to....