Forrester predictions for 2022: prioritizing privacy and sustainability in CX

Every year, Forrester publishes prediction reports and shares the biggest trends for the year ahead. To do that, we analyze customer expectations, market dynamics, new technologies and innovations. For 2022, we expect that European brands will look to their customer experience (CX) teams to help them navigate through the lingering effects of the continuing pandemic.  According to our research,...

Journey Mapping And Real-Time Journey Orchestration Are Critical To Crisis Preparedness And Recovery

Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding,...