2016: The Year of Customer Experience

Rather than wax poetic on how the industry is changing – and how we all have to change with it – here are a few things to keep in the back of your mind as the new year gets into full swing.

If you’re anything like me, you grabbed your coffee, strolled into the office, and sat at your desk on Monday after New Year’s feeling somewhat perplexed by the sudden realization that another year is already upon us.