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Home > Forrester's CX Cast > 126: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response
Podcast: Forrester's CX Cast
Episode:

126: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response
Category: Business
Duration: 00:21:48
Publish Date: 2018-01-17 22:37:13
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CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and services, and treat employees better. Misleading and false statements amplified by internet technologies further damage trust. In this episode, Principal Analyst Ryan Hart joins us to discuss this trust crisis and our predictions for how smart companies will respond in 2018.

What's your prediction for 2018? Let us know at cxcast@forrester.com or tweet at us @CX_Cast.

Referenced Forrester research:

"Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response"
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