We discuss the major CX developments of 2018 and what you should know for the year ahead.

CX quality stagnated.

Employee Experience (EX) emerged as a critical business imperative.

Experience Design (XD) functions sprouted within organizations.

Physical/digital interactions failed.

Relevant Forrester blog posts:

"There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row"

"If You’re Not Prioritizing Employee Experience Improvement, You’re Doing It Wrong"

"The 19 Essential Technologies Of Experience Design Are Ready For Prime Time"

"Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?"