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Description
Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021. Join CX advisor Tristan Back for this interview of CX research director David Truog about Forrester’s CX predictions for 2021.
Key takeaways:
- Plan for consumers flocking to trusted brands for in-person experiences.
- Extend diversity and inclusion efforts to CX — not just EX — to do well by doing good.
- Become one of the leaders in essential CX competencies to accelerate improvement.
Target audience level: all levels
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