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, companies will adjust by managing customer expectations and emotions around topics such as digital acceleration and saturation,…
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