Some signals from the report

  • Digital self-service will become a basic customer expectation in any industry.
  • Waves of cultural changes will be driven in most companies by digital-natives.
  • IoT and AI will become key to every employee's role in the organization.
  • AI will enable big strides in software personalization like self-organizing interfaces.

This report is intended to guide organizations aiming for lasting change in their digital experiences by providing insights, trends, and predictions, guided by Zoho's own observations, and discussions with customers, ecosystem partners, and industry analysts. These signals are intended to help customer experience professionals investigate, evaluate, and make the most appropriate considerations while designing, executing, and refining the CX strategy for their respective businesses.