As we close out on 2014, now’s a great time to reflect on the year in customer experience (CX). And what a year it’s been! Looking back there’s too much to cover in a single blog, but I’d like to call out a few areas that I think we’ll see impacting CX for years to come:
1. The Rise of the Customer Journey
While McKinsey and HBR have been talking about it for a couple of years now,customer journeys – and managing them effectively....