It’s that time of year! The 20-somethings drink too much at the holiday party, you book your ski season Airbnb, watch Elf and The Holiday, and reflect back on the year behind you. And as is custom here on Forbes I look at the year ahead in customer experience. In my customer experience predictions for 2015 I highlighted multi-channel customer experience, self-service, social customer support tools, how-to content, and increasing c-suite attention on customer experience. As for my customer experience predictions for 2016 I discussed video customer service, mobile CRM technology, on-demand agent technology, internet of things, and big data. Guess what? All of those things are still hot! In fact customer experience has never been hotter.  Read more…..