
From Feedback to Fallout: What 2025 Teaches Us About Customer Experience
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About this listen
Episode Links:
- The Wall Street Journal explores how and why TGI Fridays fell.
- Customer experience is trending downward, putting many brands in a vulnerable position. Forrester’s 2024 U.S. Customer Experience Index shows that overall CX quality has dropped to its lowest point on record.
- Top 5 customer experience trends to watch in 2025.
- Predictions of how CX will evolve and how we can lead the charge into the future.
- Five steps to running the Wizard of Oz Method in UX.
- How the first drive-thru at McDonald’s came to be.
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