“To make the right emotional connection, companies must deeply understand and empathize with customers –and be able to recognize and relate to their motivations, needs, desires, behaviors and intent. After this deep understanding, they can deliver offerings that tap into those feelings.

According to a report by analyst firm Forrester, though, a surprising number of companies may not be taking these new realities seriously enough. So opportunities for market leadership are ripe for the taking.”

Our insight : 2019 should definitely be the year where companies should focus more about their CX strategy.