What’s on your 2018 wish list? Maybe you’re hoping to be more disruptive, improve your win rates, or better manage expectations about your digitally fueled company’s unmatched market-leading capabilities.
I just want to give customers what they want, and when it’s all said and done, I suspect you do, too.
But that’s a challenge these days.
Customers Have High Expectations
In an introductory piece to its annual predictions reports (registration required), Forrester Research warns that customers’ expectations are outpacing companies’ abilities to evolve or invent experiences. In 2018, “30 percent of companies will see further declines in (customer experience) CX performance, and those declines will translate into a net loss of a point of growth,” the report warns.
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