Dec. 31, 2019 | Podcast

This is CX, Episode 53: Revisiting our 2019 CX trends predictions

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.


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