451 Research

2019 Trends in Customer Experience and Commerce

Business is being redefined from a transactional relationship between people into a more nuanced, tangled relationship between humans and the automated systems and devices they use to engage the world. Heightened demands for context, convenience and control in all customer interactions require companies to re-evaluate how they provide contextually relevant experiences for their customers.

451 Research: 2019 Trends in Customer Experience and CommerceIn this report excerpt, we’ll review two of these trends:

  • Trend 2: A 360-Degree View of the Customer Will Finally Take Shape
  • Trend 4: AI and Machine Learning’s Untapped Potential for Digital Innovation Will Take Hold