2016 CX Trends: Trending Positively Toward Personalization and Transparency

This year, both consumers and brands came together in crowning an undisputed #1 CX Trend. As a common theme in their comments, we were able to explore ways the two groups define it, desire it, and—in the case of brands—design it. Get up close and personal (hint, hint) with this top trend and other findings in our report.

Inside the Report
• Aligning on the positivity of customer feedback
• Progressing toward the proactive side of CX planning
• Six trends for 2016, rated by consumers and brands
• Where consumer-brand interactions break down
• Putting quality before quantity


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