CX 2020: The Top Eight Trends Shaping the Future of Customer Experience


By Lauren Kindzierski and James Waite of HGS

CX 2020: The Top 8 Trends Shaping the Future of Customer Experience.  In 2019, the customer service industry continued to see the rapid growth and expansion of automation, Artificial Intelligence (AI), and analytics helping drive more digital transformation that is focused on both the customer and agent experience. The difference today – in 2020 – is that it is no longer about why it’s important to invest in CX initiatives; rather, the conversation is around how much investment and in which areas should be invested. Companies are starting to secure more investment in CX thanks to cost savings due to better operational efficiency.  So what should you expect to be talking about with your peers and service providers this year? These are some of the hottest emerging customer experience trends affecting our industry: Customer Data Platforms, Customer Journey Analytics, AI, Flexible Working solutions, are more…

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