Customer Experience Management. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. This year we have seen several commerce trends surfacing in the West that have quite literally been copied and pasted from Chinese companies like Alibaba and Tencent, with trends like social commerce, influencer commerce and live streaming all very much China-inspired. The Future of CX: 14 Customer Experience Trends for 2020 (And Beyond) The customer experience (CX) in the digital era is constantly evolving. At some point, the goal is not to follow the current trends but to understand what trends you need to follow in the future. 2020 changed the way we look at things. ), use this article to stay ahead of the top customer experience statistics in the upcoming year. 2020 Trends: A Look to Our Customer Experience Future. During the teens of this millennium, all an e-commerce brand need do was … The closure of many businesses, some companies skyrocketing fast due … Here are my top 10 predictions for customer experience in 2020: Growth in Artificial Intelligence “AI” and Artificial Reality “AR” AI-driven data collection and measurement, actionable intelligence for prediction modeling and improved chatbots are just a few of the ways AI is going to continue to drive CX success. Customer trends: 1. With a growing number of in-person and e-commerce businesses entering various industries each year, companies big and small need to ensure they are staying up to date with the latest and greatest customer service trends. Customer service has long been a necessary factor in a company''s success. To deliver a great customer experience in 2021, you’ll need to understand how customer perceptions are evolving. I believe the post will help everyone improve or restructure their customer experience strategy for 2020 and beyond. As we look back to 2017, a year of rapidly evolving customer expectations and digital revolutions, our focus inevitably shifts again to the future and the changes we must prepare for in our strategies for the next three years and beyond. Omnichannel Customer Engagement; Real-Time Event-Driven Application Architecture; Internet of Things; Download our complimentary research detailing the top customer experience trends and emerging CX tech in 2020 and receive strategic recommendations for how to adopt, implement and exploit this technology to drive ROI in your 2020 CX initiatives. The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. Knowing these trends can help you meet customers where they are in the year ahead. The rise of C-commerce. Here is the list of “Top Customer Experience Trends” blogs of 2020 shared by some of the industry leaders. This will also help brands to win their customer's hearts and minds while staying ahead of the competition. The following detail what customers expect as a part of their shopping experience for … Wrapping Up: CX Trends 2021 . If CX is to play an important part in your 2021 plans (and it should! The top customer experience trends for 2020 are much more than one-off projects that teams can implement over a quarter, or even a year.. Around the world, as businesses continue to be considered the most trusted institutions, CX trends in 2020 serve as the foundational mantras of a customer-centric society. A Walker study found that at the end of 2020, customer experience will overtake price and product as the key brand differentiator. Re-evaluation of customer needs. I suspect that some of those changes will persist after the threat of Covid has receded. 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