Jens Butler is the Director of Services, CX, and Sourcing for Tech Research Asia, based in Sydney, Australia. He is one of the best known analysts focused on sourcing and CX in the region and is in demand as CX analyst and speaker globally.  I caught up with Jens to ask for his views in CX trends in 2018 and what to expect in 2019. This is the final CX Files episode focused on looking ahead to 2019 - now we are living 2019!   https://www.linkedin.com/in/jensbutler/ http://techresearch.asia/