For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year.
For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then select the ones that stand out and make the most sense in the current context, arrange them into themes, and add a bit of commentary.
This year I received 82 different predictions on various experience-related topics. This is up from around 60 last year.
Now, last year’s predictions were compiled on the expectation that we were emerging into a period of relative
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