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As e-commerce and other advances in the retail sector have increasingly pushed away brick-and-mortar stores, similar advancements in technology have also paved the way for enhanced customer interaction strategies. Thanks to the latest technology, most online purchases are made from mobile devices while buyers are on the go. Businesses benefit by letting the online marketing teams build the brands. However, to make that possible, some of the emerging tools and techniques for customer teams are helping companies in providing new, insightful avenues for interaction.
People are becoming intolerant and are refusing to abide by the age-old methods of solving an issue. Much like the self-check line at the retail store, consumers are now choosing to let go of human interactions in favor of solving their own problems. Understanding these customer demands and implementing intelligent tools to remediate the issues, is making companies place routine and mundane problems into the hands of their customers, thus saving customer teams for more complex issues.
However, considering how personalized customer experience has always been treated as the north star of the customer experience space, 2018 will bring significant progress toward this goal, aligning many firms with better experience measurement and management platforms. As organizations properly combine their proven practices with new concepts, they will continually uncover newer ways to reach customers and enhance their level of experience. However, the single biggest key to future growth is moving beyond previous predictions. Removing the anchors of ineffectiveness will let the companies move one step closer to a more productive 2018.