Summary:

We create these trends every year as a window into the interplay between people and their behaviors and attitudes to the world around them—be it business, technology or other societal shifts. It’s now commonly accepted that customer obsession is the best growth strategy. Superb customer experiences are expected. It takes meticulous orchestration to play a meaningful and relevant role in your customers’ lives. However, people are messy. They’re emotional and they’re changing faster than you can