Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and executives' ambitions aimed high, CX pros will see growing interest in their nascent discipline from all corners of the enterprise. But they'll soon find that not all attention is good attention. In this episode, analyst Deanna Laufer discusses the trends that the CX team at Forrester expects to see in 2016. In the podcast, Sam and Deanna refer to the report by it’s old title but you can find it on the Forrester website at "The Spotlight on CX Helps and Hurts."