Gartner Research predicts that customers will handle 85% of their relationships with a company without ever interacting with another human by the year 2020 from 8 Mega Customer Service Trends for 2016

This year it will be more important than ever for your customer service teams to provide quality support. At the end of the day, it’s all about understanding the customer and predicting what they will want next from  8 Mega Customer Service Trends for 2016

As a result savvy retailers will be switching to mobile formats, with  AMP (Accelerated Mobile Pages) tipped to be the system of choice for the future from Top eCommerce trends for customer experience – Fourth Source

In 2016 forward-thinking online retailers, particularly in the fashion space, will make more use of augmented reality to successfully redress the balance and eliminate the likelihood of missed sales and abandoned baskets from  Top eCommerce trends for customer experience – Fourth Source

A big focus for Google and one which will become even more prevalent amongst retailers this year is to champion a personalised approach that takes an individual user view to secure not just repeat custom, but incresed purchase volumes. Maintaining relevance means having a broad awareness of past purchases and personal preferences to win the hearts, mind and wallets of shoppers from  Top eCommerce trends for customer experience – Fourth Source