In 2011, we saw a few Web CMS surprises and a couple of failed predictions. Yes, no one's perfect... but perhaps these predictions for customer experience for 2012 will fare better.

What tops the CIOs' 2012 wish list? It's a Chief Process Officer (CPO) -- someone with an IT background who's been "on the street" in business. Sounds like a good job to kick off the new year.

This is our final week in review newsletter for 2011. Watch for our "Look Back at 2011" series over the holiday break and we'll see you in the new year -- have a great holiday season!

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