Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but in line with shifting customer …
Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business
Forrester’s CX Predictions for 2021 (1min) A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic will continue to have significant …