Paul and Mike revisit their 2019 CX trend predictions from the beginning of the year and see if and how the industry has moved forward in 2019
Additionally, they share a couple of key takeaways, including how emotion and longer-term (and broader) value were beginning to show public prominence from business leaders.
As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article: Quantifying the ROI of Customer Experience.
Subscribe on Apple Podcasts to get new episodes as they become available.
Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
From gut feel to data-driven: Why pricing strategy is critical for high-tech and software firms
Rising to the Occasion: What Patient Centricity Means in Life Sciences and How to Achieve It