What are some new trends around customer experience?

Some of the most popular new trends around CX include automation, AI, and chatbots. All of these technologies help to reduce costs, improve cycle and processing times, and offer the ultimate level of convenience for mobile and tech-savvy consumers. Another trend is hyper-personalization—customers expect companies to know their names, to remember their previous interactions, to know their purchase history, and to make relevant recommendations based on their purchase history.