A year of reckoning :

1. CX hits a wall : 30% of companies will see further declines in CX quality and lose a point of growth.

2. The digital crisis : 20% of CEOs will fail to act on digital transformation and put their firms at risk.

3. Talent widens the digital divide : Those struggling to attract scarce talent will spend up to 20% above market.

4. The empowered machine : Intelligent agents will directly influence 10% of purchase decisions.

5. The algorithm wars : 25% of brands will lack expertise in the lingua franca of intelligent agents.

6. The intelligent agent cocoon : Consumers, representing $24B in spend, will use intelligent agents to escape the noise.

7. The advertising correction : The advertising market will be flat in 2018.

8. The GDPR challenge :  80% of firms will not fully comply with GDPR.

9. Open banking lays siege : More than 50% of banks will start becoming an unintentional utility.

10. Retail experience harmonization : 67% of retailers will be unprepared to exploit intelligent agents.

11. The AI reset : 75% of early AI projects will underwhelm due to operational oversights.

12. Blockchain inches forward : 30% of proofs of concept will create a true foundation for blockchain.

13. Security for profit : 10% of firms will translate security investments into company profits.