Data Overview Report

Digital CX Trends, 2019

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

April 22nd, 2019
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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