5 CX Must Reads: Best of December

By: Kate Zimmerman

January 4, 2016

CEM Programs
CEM Solutions
Customer Engagement
customer experience
customer experience management

The Sentiments team decided that the best articles of December were actually those talking about 2016. This month’s best of articles are a compilation of what we think are the best predictions and trends that we can expect to see as we kick off the new year. We hope these help with your New Years’ resolutions!

5 Customer Experience Trends For 2016
Blake Morgan, a Forbes contributor, is predicting that 2016 will bring us video customer service, improved CRM technology, on-demand contact centers become a reality, the Internet of Things continues to grow, and big data actually becomes useful.

11 Customer Experience Trends for 2016 (The Year of Emotion)
Customer Experience Matters and Bruce Temkin have named 2016 the Year of Emotion and we rightfully agree!

2016: CX Leaders Will Adopt Agile, Insight-Led Innovation To Fuel Customer Obsession
Forrester’s Deanna Laufer stipulates that customer experience will be one of the most important factors in succeeding in the upcoming Age of the Customer.

The Obligatory Customer Experience 2016 Trends Post
Shifts in the customer experience landscape will be coming in the form of new strategies, metrics, and engagement tactics according to this Customer Think piece.

In 2016, the Customer Experience Will Separate the Winners from the Losers
This post pairs some of the statistics about the importance of customer experience with actionable tips to become a winner yourself.


Kate Zimmerman is a Content Marketing Specialist at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.