predictions 2019
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Predictions 2019: Brand Commands Renewed CMO Attention
Customer experience (CX) was at the forefront of CMOs’ minds in 2018. They shifted ad budgets (under siege thanks to trust and transparency issues) to even more technology and CX initiatives. Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand. Bad news: The competitive advantage these experiences […]
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Predictions 2019: Customer Experience Comes Under Fire
Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in […]
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Forrester’s Cyber Predictions For 2019: The European Take
Today, my team published Forrester’s predictions for the cybersecurity industry in 2019. We listed five key trends that we think will impact the industry over the next 12 months. Here is my take on how three of these trends will play out in the European cybersecurity market: Economic espionage in Europe will increase due to […]