Earlier this year, HGS presented our trends forecast, comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. This year we frame change with the perspectives of an elite group of industry thought leaders. With this blog, we describe how the CX marketplace in 2020 has changed in line with the insight from our own Mohit Saxena, HGS Head of India Business, who predicted continually rising value of data analytics in customer service.
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