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348: Predictions for 2019

348: Predictions for 2019

Jeannie and Adam dust off the crystal ball and have some fun bringing you their expert customer experience predictions for 2019. What are our top predictions for 2019? It’s that time of year again, when we look back at the year behind us and speculate about what’s to come. It’s been an amazing year for trends in business technology, organizational leadership, and customer expectations, so where are we headed based on these?  Here’s a peek at what we’re talking about: 1. Artificial experiences get real Artificial Intelligence has made leaps and bounds in 2018, but we’re not quite ready to let the machines take the wheel in most cases. Is that about to change? We see some exciting things about to happen! 2. Whose role is it anyway? More companies have created executive roles focused on customers, and for the most part, we think that’s a good thing. On the other hand, some have not done a great job at defining those roles. How can leaders avoid creating more of the interdepartmental fric