Forrester 2020 prediction: CX professionals who can prove the ROI of what they do face a strong job outlook, especially at the senior level.
Unfortunately, many of their counterparts who can't tie experiences to dollars [rather than just NPS, C Sat, CES] will find themselves in the unemployment line.firing line.
As this dynamic plays out amid growing tension over economic uncertainty, the race to monetize CX will lead to triumph for some firms and disaster for others. Consider yourself warned. Harley Manning : Forrester 10/31/19