SAP BrandVoice: Customer Experience 2019 Trends: How To Make Good On The Next CX Era [Forbes]
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Source: Forbes
Like the preponderance of business news these days, customer experience (CX) predictions range from gloom and doom over what never will be, to exuberant optimism of other-worldly delights to come. The one certainty is that the customer experience is increasingly central to every organization's future. Gartner reported 81 percent of surveyed marketing leaders expected to compete based on CX in 2019. Here’s my round-up of some of the latest CX predictions. The latest customer experience predictions reveal the next era on the CX horizon. Getty Images/iStockphoto Great CX connects silos Analysts at Forrester were arguably the most pessimistic, predicting 20 percent of brands this year will walk away from strategic CX initiatives. Instead, they’ll turn to price cuts for short-term gains [sigh]. It’s not that companies don’t know they need to compete based on customer experience. Forrester analysts blamed the execution hold up on a mismatch between what CX needs to do a
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