Forrester Releases 2018 Predictions
Companies are still trying to adapt to wildly different market dynamics that are increasingly affecting financial performance: unmet customer expectations are resulting in churn; the lack of digital transformation gains is translating to loss of market share; industry lines that protected some are crumbling; and longstanding, durable business models are failing.
"2018 will be a year of reckoning and will force many companies to take decisive action," said
The major dynamics that will shape 2018 include:
- Performance expectations for CX.
- Success rate of digital transformation efforts.
- How scarce talent affects the market.
- Intelligent agents' influence on consumer spending.
- How brands will fare in understanding the lingua franca of platform algorithms.
- The impact of consumers cocooning themselves from "digital noise".
- The fate of traditional advertising.
- The chances firms will comply with GDPR.
- How open banking will determine the future of many banks.
- How digital platforms will impact traditional retailers.
- The evolution and pace of artificial intelligence.
- The evolution and pace of blockchain.
- How security evolves to confront threats without degrading CX.
To gain more insights on the dynamics that will shape 2018, download
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mailto:jisabella@forrester.com
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