Predictions 2020 — CX, Customer Insights, Marketing, And More

Predictions 2020: On The Precipice Of Far-Reaching Change

A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Predictions 2020 to discover the dynamics that will define 2020 and beyond. Plus, learn how turn the volatility into a competitive edge.


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For CX, It’s All About Proving Business Results

In 2020, the race to monetize CX will lead to triumph for some firms and disaster for others.



Approaches To Customer Insights Evolve

2020 will see changes in technology choices, insights sources, and approaches to deriving insights, but only some will succeed.



CMOs Must Extend Their Span Of Control In The Name Of Customer Value

The age of the customer has redefined the CMO role. Failure to adapt could lead to a loss of relevance. Vice President and Research Director Keith Johnston explains what chief marketers must do in the near term.


The Future of CX

These 14 major dynamics will affect your firm in 2019 — a year when firms will shift from strategic ambitions to pragmatic, surgical efforts. Read more to understand the seismic shifts your firm will face next year.

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Brexit Fact-Finding Mission

Brexit has been a three-year-long bumpy ride, and it’s not over yet. Listen in as VP and Group Director Laura Koetzle helps us untangle what’s happened, what could happen, and what companies should do about Brexit.


It’s Time To Commit To Corporate Values

Organizations that have been slow to commit to corporate values can’t afford to be anymore. On this episode of What It Means, Senior Analyst Anjali Lai describes the urgency executives face in balancing values-based consumers with business goals.

A New Marketing Era

Marketers’ well-intentioned efforts to deliver better customer experiences haven’t had the desired effect. Join VP, Research Director Brigitte Majewski to uncover the causes and learn a new way forward.

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