499: The Present and Future of CX

As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast) on what they, their guests, and Forrester's predicted for customer experience trends in 2022.

Adam and Jeannie delve into Forrester's 2014 article on predictions for the future of customer experience, and highlight several predictions of particular interest, including omni-channel service, mobile-first mindset, proactive engagement, and customer service agents.

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