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Next week I am participating in the Consero Customer Experience Forum with a number of other Customer Experience leaders across industries. As part of the event, I am participating in a panel discussion about the future of customer experience and related trends. We will discuss what customers want and need, and why, now and in the years to come. In preparation for the conference, I completed external research and benchmarking, looking at what customer experience experts have to say. I also considered my own personal experiences and observations. This led to the identification of the following 8 customer experience trends for 2016 and beyond, whichRead More →