There are lots of list like this at this time of year. Bruce Tempkin always has great insight. Culture change is at the top of list, as it should be. Not much else happens with out changing the culture leading out front.

Also right on target is the measuring of the amount of effort it takes for customers to do business with us. This is worth exploring a lot.

Enjoy and happy new year!

It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “The Year of Employee.” With this post, I’m declaring 2016 “The Year of Emotion.”

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys

Source: 11 Customer Experience Trends for 2016 (The Year of Emotion) | Customer Experience Matters