The way businesses operate is transforming as environments constantly shift — our digital world is fast-paced, technology-led and even chaotic. While attempting to keep up with the times and simultaneously scale, it’s easy to become caught up in the surrounding hype of new marketing concepts, innovative software…and the actions of the latest disruptive startups. Before you know it, you’re (ironically) neglecting the single most important component of success and growth: Your customers. Customer experience is not a new idea — however, the proliferation of ‘digital’ and abundance of choice has empowered customers more than ever before. Selecting (and dismissing) brands is effortless; these decisions are often made without even a glimmer of a second thought. Similar to the buzz of Artificial Intelligence and its once-naysayers, the many predictions have now met reality. Experience matters just as much as anticipated. Today. Here are 7 mighty customer experience trends to inform your retention strategy in 2018 (and beyond) by ensuring heartfelt customer delight… Because customers matter as people — not numbers.