Stephen Loynd is the principal analyst at TrendzOwl, based in
Washington DC. He is a well-known global CX commentator and in this
episode he looks back at some key events in 2019 and predicts what
to look for in the CX industry in 2020.
CX Files features your host, writer and analyst Mark Hillary, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and his guests explore the future of CX, the important trends, and what customers really expect from brands today.