Really interesting article from @Blake Morgan. I'm sure CX will remain a top priority for 2018 however we really need to see and hear about success stories from 2017 to help organisations plan and execute for 2018.
In the UK it was great to see Janet Egdell from Registers of Scotland share their transformation story at a customer engagement event last month. I'm looking forward to the next event on 6th February in London.
2018 is going to be a big year for customer experience because now there’s c-level awareness that someone at the top of the company needs to be dedicated to driving it. In its fourth year, I’m happy to share with you the five topics that I believe are the most critical for 2018.