Forrester’s 2018 Predictions examine 13 market dynamics that will have the greatest impact on your business this year and beyond.  “Customer experience (CX) became the centerpiece of business strategy. In 2017 CX quality plateaued. In 2018, 30% of companies will see further declines in CX performance… Power has shifted away from institutions to customers.  Individuals will use intelligent agents to filter away the noise of the day… Platforms and associated intelligent agents will collect preferences, behaviors, transactions, and emotions, creating a rich view of an individual… Intelligent agents will use that data to increasingly influence consumer options and decisions.” No doubts DM will play a key role in creating those intelligent agents.