This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway!
The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what....