2016 will be an amazing year for customer experience! C-level executives finally understand the customer experience is a competitive differentiator. In 2016 I predict that video customer service will explode, mobile CRM will get better, software will allow more agents to work “on-demand,” IoT will get even more traction in customer experience and data will get better and actually be usable. I’ve captured these earlier on this post, but here I serve you a quick video version of Blake’s Take. Subscribe here.

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