A study conducted by Dimension Data has chalked out some leading customer experience trends that are sure to fire up this year. In the first part of the publication, five such trends have been released. According to the research, knowledge equates to power as the right metrics of business intelligence allows marketers to focus their campaign on the right part in the right area. Virtual assistants such as Amexa, Siri, Cortana and Google Now will continue aiding businesses in various ways such as in speech recognition technologies and in digital marketing. Chat bots will now garner respect from customers as they will be able to do human jobs as well. The concept of self-service will continue to gain greater credence. The study estimates that smart phones will generate around twenty seven billion more queries than desktop searches will. Thus brands must gear up for this revolution by creating mobile specific websites, unless satisfaction levels will erode.



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