Welcome to 2013! I'm looking forward to seeing a lot of excellent customer experience efforts this year. To help kick off the year, I've assembled 13 CX trends to watch and 10 CX mistakes to avoid.

CX management is maturing, having recently entered what we've labeled the Era of CX Professionalism. During this stage of evolution CX changes are cutting across organizational silos and best practices are becoming codified. Given this environment, I've identified 13 Customer Experience Trends to Watch in 2013: