Let’s Kick It Off With Some Predictions

Yearly, we at Forrester put our heads collectively and take a look at the developments that we’re seeing, what our information and forecasts are telling us, what we’re listening to in inquiries and interviews, after which gaze into the metaphorical crystal ball to attempt to supply some recommendation on what to anticipate within the coming 12 months. We cowl a number of industries, roles, geographics and applied sciences.

I joined Judy Weader on the What It Means podcast in November to speak about our CX predictions (spoiler alert: #generativeAI), and this time for the brand new 12 months, we’ve gathered up our specialists on completely different industries and their respective predictions, and myself and Angelina Gennis are internet hosting these leads for every trade on the CX Solid to look particularly at what CX execs in every trade can anticipate. We cowl:

Retail. Sucharita Kodali and Fiona Swerdlow be part of us to debate what 2024 has in retailer for retail CX. How is the cross-channel expertise evolving? What are the implications for the affiliate expertise? What developments are reversing in 2024?
Healthcare. Judy Weader and Shannon Germain Farraher speak to us about how good tech in hospitals, nontraditional advantages in plan designs, and medical deserts will influence healthcare CX in 2024.
Authorities. Riccardo Pasto joins us to speak about the place he sees authorities CX heading in 2024. We cowl generative AI, open authorities, cross-agency collaboration, and extra.
Monetary companies. Analysis Administrators Oliwia Berdak and David Hoffman be part of us to speak about shifting deposit developments, area of interest journeys, open banking, and extra.

Our retail episode is already dwell, and look out for an episode every week all through January as we strive that will help you get forward of the 12 months’s greatest challenges.

Discover us in your favourite podcast platform, and if you wish to be taught extra about our wider predictions, try our 2024 World Predictions Reside occasion on Thursday, January 18.