Five Trends Set to Revolutionize the Customer Experience in 2016

INDIANAPOLIS–(BUSINESS WIRE)–Interactive Intelligence Group Inc. (Nasdaq:ININ), a global leader of cloud services for customer engagement, communications and collaboration, has shared its predictions for the five trends that will disrupt customer service in 2016. A massive 89 percent of companies plan to compete primarily on the basis of the customer experience by 2016, which is a dramatic increase since 2014 (36 percent) and 2015 (58 percent).1 “It’s clear that companies are making customer interaction experiences a priority, and the trends we’ve identified will be critical if businesses want to stay competitive,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “Of note is that all these trends rely heavily on the cloud, analytics and big data. These now form the underpinnings of nearly all things customer experience-related and will continue…


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