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Description
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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