Summary
2016 presents B2C and B2B professionals with a now-or-never choice: Either outpace the pack by responding effectively to six important trends — or fall permanently behind in the customer obsession race. This brief outlines our six key predictions for 2016 and what you should do about them, from responding to Amazon's surging growth to incorporating self-service in B2B. It also debunks five widespread claims about what 2016 will bring that it actually won't.
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