Pre-empting Consumer Intent With a Truly Customer-Centric Approach

Customer-centricity has been the CX and marketing industry promise of the past decade. It has been hailed as the crucial ingredient to generating lasting loyalty because it is a fundamental shift in the way businesses view their customers, and indeed how...

CX in 2019: What to Expect as new Trends Emerge

“We put our customers at the heart of what we do!” This was the war cry of 2018 from the marketing community. Marketers and CX practitioners claimed that a customer-centric approach was their key focus. However, a recent Forrester Opportunity Snapshot...