This article is part of CMO.com’s December series about 2018 trends, predictions, and new opportunities. Click here for more.
Intelligent technologies stole the spotlight in 2017, and rightfully so. Seamless, cross-platform customer experiences—enhanced by augmented and virtual reality, voice-enabled interfaces, facial recognition, and myriad forms of machine-learning techniques—are all part of the new competitive advantage mandate.
But not to be overlooked is the human component of marketing and, really, all digital endeavors. Getting closer to your customers means connecting with them authentically, emotionally, transparently, and personally. You know, as people.
Those were some of the recurring themes among the answers from 60-plus digital leaders, who we asked: “What do you think the customer experience of the future will look like?”
"At a time where busyness and lack of headspace is the new battleground, good customer experience that entertains is key to influencing how consumers remember, benchmark, and positively change behaviour." —Dean Taylor, Director of Creative Strategy, Momentum Worldwide