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Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Here we go:

Brands theyService is more popularRevenue generation departmentMore companiesCustomer retention centerCustomers want to do business with companiesHappy newTop ten customer experience predictionsWill be smarterMore demanding than everWill focusMaybe moreGets more personalWrong placesSupport overPhone is not dead