6September 2018Debra MorganEditorialDebra MorganManaging Editordmorgan@marketingtechoutlook.comIt's all about collaboration and visual engagement when it comes to the novel practice of customer experience (CX). 2018 has witnessed the landscape evolve as organizations have increased their efforts and focus to pursue business with customers in a more seamless, productive and enjoyable manner across all the preferred and available modes of communication. The methods that the companies have employed include both AI and human interactions and the ones who have been able to humanize customer relationships during critical touchpoints have steered ahead of the competition curve in providing a better CX.The companies have hugely tried to blend AI with human interaction by delivering automated self-service as a solution for simple online transactions, but have soon also understood that the AI-enabled applications can't be a replacement for the must needed human agents. Above all, the companies know that it is paramount that they focus on the people aspect for any CX initiative that they want to operationalize. This focus has been predominantly associated with the needs of the end customers for human helpers irrespective of the technology applications' innovation.For CX, the future solely depends on creating and delivering a seamless customer journey, where ingredients can be amalgamated in a way that the human aspect is considered as key and technology can be an enabler to meet the high customer expectations. We hope the valuable insights from industry thought-leaders and the innovative solutions from leading as well as emerging companies featured in this edition will help you in making informed decisions in your CX endeavors in 2018.Let us know your thoughts!The Amalgam toward EngagementCopyright © 2018 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Contact UsPhone:510-556-2402Fax:510-894-8405 Emaileditor@marketingtechoutlook.comsales@marketingtechoutlook.commarketing@marketingtechoutlook.com September - 15 - 2018, Volume 04 - 06 Published by ValleyMedia, Inc. To subscribe to Marketing Tech OutlookVisit www.marketingtechoutlook.com Managing EditorDebra MorganEditorial StaffSalesAaron Pierce Alvina Rego Catalina JosephJoshua ParkerFrank Noel Sarita VermaVisualizerSarath MAndrew Smithandrew@marketingtechoutlook.com*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffSEPTEMBER - 15 - 2018CUSTOMER EXPERIENCE SPECIAL
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