I love this time of year. It's the time of year we reflect on the journey we've taken and the journey we've yet to take. It's also when we hear many prognostications on predictions and trends. So before I provide you with the key customer experience trends for 2019 - which has become an annual [...]
The 6th annual CX Day is on Tuesday, October 2, 2018. CX Day, a Customer Experience Professionals Association (CXPA) initiative, is celebrated across the world on the first Tuesday of October. The day is an opportunity to recognize the professionals and companies that make great CX happen. There are online events like webinars, twitter chats, and [...]
2017 wasn't kind to Customer Experience. In a phrase, customer experience underachieved. In its Predictions 2018: A Year of Reckoning report, Forrester noted that based on data from its 2017 CX Index, customer experience had plateaued or declined for most industries and companies. It reasoned that while customer experience had some early wins, it wasn't [...]
