The Future Customer Experience: Five Essential Trends

As part of a broader series examining life and business in the 21st century, SAP Center for Business Insight worked with more than a dozen industry experts to answer these and other questions, uncovering five trends that will determine the digital customer experience over the next decade:

  • Make Way for Meaning
  • Embracing AI Intermediaries
  • Customers Become Contributors
  • From Markets to Mobs
  • Values Define Value

In this report, we examine each of these trends and offer recommendations for how companies should respond now.