2024 Trend Focus: Customer Experience (CX) May Finally Improve in 2024, But Who Decides?
Everyone has an idea on what “good CX” means. But how will you impress customers when almost anyone can access greater innovation than ever before? In our concluding piece to kickoff Trends 2024, we’re going to talk about the singular theme this publication aims to crystallize - CX through tech. So far, we’ve talked about sustainability with pragmatism, co-thriving with AI, and the security and reckoning of usability. Through conversations with industry leaders, CX enthusiasts, and customers, sentiments around CX have been largely positive, and optimistic. Hence, what Forrester shared in their latest B2C CX predictions did not come ... Read More