Predictions Report

Predictions 2019: Customer Experience

Customer Experience Comes Under Fire

November 5th, 2018
Harley Manning, null
Harley Manning
Ryan Hart, null
Ryan Hart
TJ Keitt, null
TJ Keitt
Adele Sage, null
Adele Sage
With contributors:
Sam Karpinski , Shayna Neuburg


Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. Here are their five most impactful, surprising predictions that are likely to come true in the coming year.

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