We’ve been picking up a vibe of frustration as well as a tinge of fear about a backward slide in customer experience. Is this another “COVID-19”-infused reality? Who’s to say. The recently released Forrester 2022 CX Index found that 20% of brands are seeing a drop in CX quality, and at Forrester’s recent CX North America conference, the opening keynote conjured up the metaphor of “potholes” and how CX leaders are unfortunately consumed with the pesky operational....