Sunday, July 21, 2019

Year in Review: Consumer Behavior Trends

Mia McPherson
December 28, 2017

3 minute read’s Editor-in-Chief highlights top content from 2017 on the subject of consumer behavior trends.

In 2017, all eyes were on the modern customer – what the customer wants, when they want it, and how they want it.

To get the answers to these questions, we hit the streets and spoke directly with consumers about their shopping desires and expectations, analyzed research reports, and consulted customer experience leaders. We even created some insightful (and sometimes outlandish) cartoons about consumer behaviors.

This “era of connected me”, as Des Cahill puts it, doesn’t appear to be going away any time soon. The modern customer will continue to defy the traditional sales funnel, and technology will continue to enable consumers to access information and set high expectations for future interactions with brands.

Thanks to innovations like artificial intelligence and machine learning, plus good old-fashioned listening to the customer, businesses are getting smarter. Take a look at top content in consumer behaviors from below, and view the full collection of ever-growing content related to trends in consumer behavior at

3 Things Star Wars Teaches Us About Customer Experience

Star Wars teaches us about CX

The Star Wars franchise has raked in billions in revenue and created countless fans. Here are three things that Star Wars can teach us about customer experience – and the balance between new and nostalgic.
Check it out


A Millennial’s CX Love Letter to Apple

Love letter to Apple

There’s a reason why Apple is one of the top favorite brands among Millennials. One of our Millennial team members outlines how Apple has built credibility among consumers.
Check it out


When Does CX Personalization Become Creepy?

CX halloween creepy

We interviewed consumers in New York City and asked them when they believe data personalization crosses the line into creepy. See what they had to say, plus read three tips for getting personal.
Check it out


7 Characteristics of the Modern Customer

7 characteristics

77% of Americans own a smartphone. 87% of customers believe brands could deliver more consistent experiences. This infographic outlines seven characteristics of the modern customer.
Check it out


Millennials vs Baby Boomers Reveal In-Store Shopping Expectations

Millennials v Baby Boomers

Do Millennials and Baby Boomers still shop in-store? According to recent research, they do, but the traditional shopping experience is changing. This article and infographic visualize the research findings.
Check it out


As we look ahead to 2018, bookmark and check back for the latest news and consumer behavior trends.

Reminisce on other top CX trends and tech topics from 2017 at

Happy New Year!

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.