Last week, 900 attendees gathered in San Francisco at Forrester’s annual CXSF forum to discuss how emerging technology like AI-powered chat bots, IoT and voice recognition platforms are about to change customer experiences (CX) once again. In this episode, Analyst Kelly Price recaps key themes from the forum, like how CX pros must design for new patterns of consumer behaviors and how technology can aid CX pros in delivering an emotionally positive experience.

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Note: We apologize for the poor sound quality; we encountered some audio problems in recording this episode.