Customer experience management has undergone significant changes over the past few decades. In the past, customer experience was generally confined to brick and mortar store where customers only had access to the products and brands that these stores stocked. Now, a lot of people do their shopping from their computer. As a result, customers often have an abundance of choice, especially on online ecommerce stores like Amazon. Because of this choice, customer experience has changed to accommodate this shift. With that in mind, here are few trends that could change customer experience by 2017.