Friday, February 22, 2019

Smarter Customer Experience Predictions for 2018

Mia McPherson
January 31, 2018

3 minute read’s Editor-in-Chief highlights a new customer experience predictions destination page,

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. According to the Washington Post, holiday 2017 saw the “strongest growth in retail sales since the end of the Great Recession”. At NRF this past month – the National Retail Federation’s Retail’s Big Show conference – Brian Nagel, Managing Director and Senior Analyst at Oppenheimer & Co. Equity Research, said holiday reports topped expectations.

So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? While it’s impossible to truly predict what’s going to happen in the next day, let alone the next year, we asked subject matter experts to try.

This month, the team reached out to customer experience SMEs and asked what hot topics, influential innovations, and upcoming trends will influence customer experience in 2018. We’ve compiled these thoughts and predictions on a new destination page,

On our 2018 Predictions page, you’ll find articles like:

Top 5 CMO Priorities in 2018 (Hint: It’s All About Data)

CMO priorities 2018Where should CMOs concentrate their efforts to get CX right in 2018? Robert Landon outlines 5 trends that top the priorities list. Hint: they’re all about data.
Check it out


CPQ Software Trends for 2018

CPQ predictions 2018Emerging trends and technologies are driving CPQ software adoption. Andy Pieroux predicts what orgs will be among the “haves” and the “have nots” of technology in 2018.
Check it out


Customer Experience Tips to Conquer 2018

CX tips for 2018SMB experts Tamara McCleary, Rieva Lesonsky, and Carla Johnson offer their advice and tips for meeting customer expectations and delivering an unrivaled customer experience in 2018.
Check it out


4 Tech Trends Driving CRM Software in 2018

CRM trends 2018CRM has come a long way since its beginnings in the 70s and 80s. Bala Ramachandran looks ahead to four trends driving innovation in CRM in 2018.
Check it out


Ready for Machine Learning and AI? 2018 Is the Year of “Press Pause”

customer experience predictions 2018 AIAI has set the stage to take over mundane tasks across the enterprise, but Kathy Baughman predicts that more orgs will press pause to evaluate readiness in 2018.
Check it out


Bookmark as CX subject matter experts and practitioners share more insights for the coming year. And for those times when you can’t seem to break out of the winter blues, visit our cartoons page for some comic relief and a few laughs.

Mia McPherson SmarterCX
Mia McPherson
Mia McPherson is a lover of cats, community involvement, and Pittsburgh sports. Mia is the Editor-in-Chief of and has been working with talented teams to create content for the media, publishing, and technology industries for 15 years. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.