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 have influenced consumer behaviour during the course of 2017.