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Customer Experience Predictions For 2020: It’s All About Proving Business Results

January 22, 2020

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When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because in 2020, proving that CX delivers business results will be a make-or-break career issue for people who work in this (still very new) field.

Key takeaways:


  • One out of four CX pros will lose their job.
  • Paradoxically, the number of CX executives will grow by at least 25%.
  • Taking away the wrong lessons, some firms will worsen CX by turning to dark patterns.


Target audience level: all levels

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