ON-DEMAND Webinar

2019 Customer Experience Predictions: CX Under Fire!

Original Broadcast Date:Jan 10th, 2019
HM
Harley ManningVice President, Research Director
Email
LinkedIn
X (formerly Twitter)

Log in to watch this webinar

Client log in

Welcome back. Log in to your account to continue.


Become a client

Become a client today for these benefits:

  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.


Purchase this webinar

This webinar is available for purchase ($300).

Description

Customers expect their experiences to keep getting better. The trouble is, they haven’t — or at least not enough to keep up with those rising expectations. This situation 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.

Key takeaways:

  • CX quality and management maturity are stuck on plateaus.
  • Some companies will seek alternatives to differentiating through CX.
  • The CX professional role will change.

Technical information

You'll receive an email with dialing and Webex instructions prior to the Webinar.

Webinar FAQs

See the Webinar FAQs for answers to technical and other Webinar questions.