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	Podcast:		Forrester's CX Cast
	Episode:		166: Predictions 2019 \| CX Comes Under Fire
	Category:		Business
	Duration:		00:12:58
	Publish Date:		2018-12-18 23:00:00
	Description:		Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. In this episode, we discuss a couple of our favorite of those 5 predictions. Referenced Forrester report: "Predictions 2019: Customer Experience"
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