Predictions Report

Predictions 2020: Customer Experience

October 31st, 2019

Summary

25% of CX professionals will lose their jobs as the number of CX leaders grows. The number of CX execs has grown by 1,100% since 2014, and we don’t expect this to slow. Firms will raid competitors as well as promote from within to reap the economic benefits of customer experience. 25% of firms will use dark patterns. Tech companies like Apple, Google, and Samsung will respond with “digital diet” tools and “deception blockers.” Tech-savvy CX pros will implement agent-facing bots to help customer service agents improve service. 25% of firms will lose over 1% of revenue by responding poorly to a social issue. Values-based consumers are growing in number and are assuming more power.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.