What’s on the CX Horizon?

It’s a funny thing, trying to predict the future. You can argue there’s not much point to it, and you may well be right, but at this time of year, there’s a strange temptation to give it a go anyway. Fear not, I’m not going to try to predict huge geopolitical events or the winner of the 2019 World Wife Carrying championship (it’s real, look it up). I’ll leave those arenas to the experts. I would, however, like to share my thoughts on what changes the ....

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