23 Trends That Will Shake The Business World In 2018. Part 2

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6. Live Video
With live streaming videos already gaining popularity and interest from brands this past year, it will continue to progress in 2018. With the digital era being so instant and saturated nowadays with content and apps, people will want to see events and performances at their fingertips immediately. From fireside chats and discussion panels to company events, live video is here to stay. - Stanley Meytin, True Film Production
7. Wellness At Work
The wellbeing trend is gaining a lot of momentum, and I anticipate it being more and more important as people seek balance and simplicity. It’s becoming more normal to consider working smarter not harder, and with more employees in flexible or remote roles, there is an opportunity for great improvements here. At the same time, it’s also important for businesses to know what’s going on and be able to hold employees accountable. This is the downside of remote work. - Baruch Labunski, Rank Secure
8. Customer Contact By Text
Increasingly we are finding that our customers are reaching out to our customer service team by text. Whether on the Facebook app, by iMessage or on Whatsapp, we are finding that our customers want immediate answers and a more informal means of communication. Ever since we installed the Facebook chat feature on our checkout, we immediately identified the shift in tone and immediacy of what our customers are expecting. When you have set hours for phone calls or you communicate by email, the customer is not expecting a 24/7 experience. As soon as the customer can reach you by text, the urgency in response and time windows increase. 2018 will be the year we will need to figure out how to tend to an always-on customer who is comfortable with a quick, informal response. - Diego Orjuela, Cables & Sensors
9. Chatbots
In the SAAS business, chatbots are becoming more and more prevalent. Customers want to work with companies that deliver 24/7 customer service through chat. They don't want to be on hold for 30 minutes to talk to someone; they would rather open up another browser window if they have to hold. Chatbots may even help with Google rankings as visitors will stay on the site longer, decreasing your bounce rate. For businesses that are accustomed to having customer service calls or help tickets, chatbots will require a change in process and new training. It's something we're in the initial stages of implementing, but we look forward to the changes. - Syed Balkhi, OptinMonster
10. Commoditization Of Tech
Commoditization is coming for tech, especially for development. I've seen it creeping in over the years and I think we're close to the point where commoditization is going to reshape the agency industry. But I think if you're smart, you can get ahead of it. The name of the game now is creating a powerful brand and differentiating your service offering – if you can provide a white glove service and a level of value that other people can't copy, no $8-an-hour dev team halfway across the world can ever touch you. - Ben Lee, Neon Roots

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