We’re at a tipping point in the customer experience. Advances in automation, AI, and other technologies are influencing the quality of engagement and support that customers receive while also improving cost efficiencies.

But this doesn’t mean business leaders can relax. As customers continue to seek easy, effective, and personalized interactions with brands, it’s critical that companies stay ahead of expectations.

So, here are the 5 top trends that are shaping customer experiences next year and beyond.