Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers’ loyalty more than CX. With competition intensifying and executives’ ambitions aimed high, CX pros will see growing interest in their nascent discipline from all corners of the enterprise. But they’ll soon find that not all attention is good attention. In this episode, we discuss the CX trends that Forrester expects to see in 2016.

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