499: The Present and Future of CX

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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.

“The more things change, the more they seem to stay the same.”

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.

“We can use this perspective that we have from the last eight years on the podcast to look ahead and wonder what will we be talking about in eight more years.”

In this episode, you’ll learn:

What Adam and Jeannie have learned is still important today from the Forrester’s predictions of 2014
What surprising trend was not mentioned in the predictions article
What is the one constant thing that has always and will always tie all branches of customer experience together?