Associated with
Jennifer Wise Schroeder
Jenny (Smith) Moebius
Kelly Price
Andrew Hogan
3 min read
Forrester report: Digital CX more about understanding humans than technology
Analyst firm Forrester recently published a powerful report on Digital CX Trends, 2018 by CX analysts Andrew Hogan, Jennifer Wise, and Kelly Price. Overall, the analysts found that the digital CX gap is widening. Most companies still lack the expertise to follow through on tech aspirations, such as AI, intelligent agents, and chatbots; however, there are a few CX outliers "innovating the way forward."
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