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.

Your organisation’s presence on the internet has a major role to play in how new customers perceive your business, which is why most businesses today are looking toward creating fresh content that leads online customers to their official website. The power of online content has been widely accepted, as a survey revealed that 94 percent of professionals believe that poor content has a degrading effect on the reputation of a firm.