When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because proving that CX delivers business results has turned into a career-defining issue for people who work in this field. Unfortunately, many CX professionals who can’t tie experiences to dollars will find themselves in the unemployment line. In this episode, Harley Manning, VP Research Director, joins us to discuss Forrester’s CX predictions for 2020.
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