Data Overview Report

Digital CX Trends, 2019

Digital CX And Human-Centered Experience Design Align — At Last

April 22nd, 2019
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Andrew Hogan, null
Andrew Hogan
Kelly Price, null
Kelly Price
Jennifer Wise, null
Jennifer Wise
Karine Cardona-Smits, null
Karine Cardona-Smits
With contributors:
David Truog , Fatemeh Khatibloo , Amelia Nickels , Amanda Chen , Shayna Neuburg

Summary

Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

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