Predictions Report

Predictions 2020: Customer Experience

Economics Will Drive Major CX Decisions But Not Always For The Best

October 31st, 2019
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Harley Manning, null
Harley Manning
Andrew Hogan, null
Andrew Hogan
With contributors:
Sam Karpinski , Shayna Neuburg

Summary

Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook, especially at the senior level. Unfortunately, many of their counterparts who can't tie experiences to dollars will find themselves in the unemployment line. As this dynamic plays out amid growing tension over economic uncertainty, the race to monetize CX will lead to triumph for some firms and disaster for others. Consider yourself warned.

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