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For Customer Experience Professionals

Predictions 2020: Customer Experience

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

October 31, 2019

Why Read This Report

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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