207: Predictions 2020 | All About Proving Business Results

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 proving that CX delivers business results has turned into a career-defining issue for people who work in this field. Unfortunately, many CX professionals who can’t tie experiences to dollars will find themselves in the unemployment line. In this episode, Harley Manning, VP Research Director, joins us to discuss Forrester’s CX predictions for 2020.
Click the titles below to read more:

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

Om Podcasten

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.