Year-end articles and blog posts about hot trends are popular. People enjoy reading speculative predictions, and writers are happy to collect the clicks earned by lofty and alarming statements about the pace and breadth of change. Since both writers and readers love them, the annual slew of CX predictions are arriving, and you can find plenty of posts and articles about the Customer Experience trends you must be aware of and must get ready for in 2020. But must you? Really?
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