Summary
Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and executives' ambitions aimed high, CX pros will see growing interest in their nascent discipline from all corners of the enterprise. But they'll soon find that not all attention is good attention. In this brief, we describe the key positive trends for CX pros in the coming year and highlight the roadblocks that they'll likely encounter along the way.
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