There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …