What will customers expect of the companies they do Business with in 2025? That’s only six years away. As business owners, we can’t afford to waste any time preparing ourselves to meet their Expectations, if we want to continue to gain and keep customers.

I was invited to share a Forecast of customer experience expectations at the May bpm’online conference in Miami. My research found seven growing expectations that will impact significantly how we do business. I believe it is essential that we understand and act on this knowledge.

Today I’ll share two with you. More to come.

Expectation #1: A frictionless customer journey.