A recent study by Forrester Research states that the average customer experience (CX) is getting worse, not better. There's even strong support for "democratizing CX research," with 90 percent want to empower other employees to conduct their own CX research, enabling everyone to add fast human insight to every business decision." Some CX experts say there is essentially one thing that may be creating deteriorating CX -- product complexity. More than 60% report AI will be "the most important trend" impacting customer experience over the next five years. Despite all the technology companies have thrown at their customer experience, it is still in a state of crisis.

Source: Forbes February 24, 2018 04:52 UTC