It is well understood that brands that invest in customer experience (CX) strategy are more competitive. This chapter considers what the customer experience of the future might look like, as well as the applications of artificial intelligence and augmented reality. It covers:
- Customer expectations: How will these evolve as new channels and services emerge, and what might this mean for businesses?
- Communication: How must businesses communicate with their customers to engender trust?
- Technology: How are new technologies transforming the delivery of customer experiences?