Trend 8: Data Analytics Are Everywhere

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.

For more of this blog, please visit our HGSDigital site.

Author Info
Sumit Das
Sumit Das

I am a Lead Data Scientist (Business Transformation – Cognitive & Analytics Practice) in HGS with over 8 years of experience in ‘Consulting, Solution Design and Project Management’ and have implemented numerous Advanced Analytics and Business Intelligence Projects, both for internal and external clients.

Abhishek Danturti Sharma
Abhishek Danturti Sharma

Abhishek is an ML/AI geek and Data storyteller for Business Transformation, HGS-India in that order. He is an alumnus of the University of Maryland, College Park and BITS-Pilani, India.

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