Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, CX pros and their organizations can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. In a recent report, Forrester outlined nine trends illustrating this 2019 shift that organizations seeking to improve their customers’ experiences must know — and get ahead of. In this episode, Senior Analyst Andrew Hogan previews some of those trends.
Click the title below to read all nine trends:
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