Looking Forward To 2020 Increasing customer expectations, plus the headwinds of organizational inertia, continue to suppress major CX quality gains, as revealed in Forrester’s 2019 CX Index results. But even those firms with little organizational inertia experienced incremental improvements. Large, easy gains are going to be elusive. Nonetheless, there is light on the horizon — and positive pent-up energy that we anticipate will drive up CX quality in 2020. © 2019 Forrester Research, Inc.