Blockchain, and the myriad of cryptocurrencies it has spawned, is the most significant technological innovation since the dawn of the internet. It has the potential to revolutionise how we organise society, how we are governed and the way we do business. But what is it and what impact will it have on Customer Experience (CX)?
Gartner predicts that over 50 percent of the customer product investments will be channeled into customer experience innovations by 2017. Businesses will look to leverage strong tools and rich data to gain insights on customers. Businesses will have to take a systematic approach to make improvements in their CX strategy, and knowing about the trends is certainly a good place to start.