Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …
Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business
Forrester’s CX Predictions for 2021 (1min) A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic …