RSA’s insight partner, Foresight Factory, analyses some of the emerging trends that will shape the future of customer service and the brand-consumer engagement.  

As the behaviours and expectations of consumers continue to evolve, brands will be expected to react sensitively. In order to satisfy diverse consumer needs, proactive brands have started to embed more forward-looking initiatives in their engagement strategies.

In this article, we will examine some key trends that we expect will influence consumer behaviour in 2018 and the years ahead.  These are derived from our Trending 2018 report which is available to RSA as part of your FFonline subscription.  The report contains eight key trends and we focus on three in this Oracle article.