2016 will be a year of action for companies. It will be the year that the companies that thrive will be those advancing down the customer obsession path — while those that downplay their customers’ needs will start to wither away.The good news? You and your technology teams have a critical role in helping — and in some cases, leading — your organization in adapting and thriving in the age of the customer.Here are the top trends Forrester sees shaping your business in 2016, and what you can do to advance them.1. Personalization is the new bar.
What it means: The level and quality of contextual, personalized experiences will be a key determinant of who wins mindshare and share of wallet.To read this article in full or to leave a comment, please click here