.jpg)
This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year.
For each article, I gather together a set of predictions that have been sent to me over the preceding month. Last year, I received 263 different predictions from 140 different people.
This year, 208 different leaders in the service and experience space submitted 396 different predictions, which represents a nearly 50% growth in both the number of people who have participated in the process and the number of predictions they have submitted compared to last year’s predictions.
I then conduct an anonymized review of the predictions, select the ones that stand out and make the most sense in the current context, arrange them into themes, and add a bit of commentary.
I’m over the moon that so many people have taken the time to send me their predictions. And, it’s no small undertaking to whittle them down into what are, I hope, a coherent and useful set of themes and predictions. That being said, I always find the whole process incredibly rewarding and a great learning experience.
