It’s a new decade and while digital CX continues to maintain its status as a key differentiator, technologies are advancing at an ever brisker pace and organisations are becoming more proactive in their CX efforts.
From the adoption of an agile approach and a narrowed focus on customer transparency and data compliance to the rise of hyper-personalisation, here are the top Digital Customer Experience (CX) trends to look out for in 2020.
https://mopinion.com/digital-customer-experience-cx-trends-2020/
As it relates to effective CX differentiation, Adobe and Econsultancy report that world-class customer experience companies are three times more likely to have “significantly exceeded their 2019 business goals. Their progression toward customer-centricity has deep effects, pushing them to eliminate the structural, cultural and technological barriers that prevent most companies from managing data and providing great experiences.”
http://customerthink.com/leveraging-trends-to-drive-business-success-through-customer-experience/
As we enter the beginning of a new decade, it is clear that customer experience will continue to become increasingly important for most organisations. Research shows that nearly all CIOs are coming under pressure to improve customer experience, so what are the major trends organisations should be looking at in 2020 and beyond?
http://uctoday.com/contact-centre/imimobile-customer-experience-technology-predictions-for-2020/
“With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex,” said Raghav Sibal, Manhattan Associates’ Managing Director for Australia and New Zealand. “As a result, retailers are finding that they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into the future.”
http://www2.cso.com.au/mediareleases/37658/retail-technology-trends-shaping-customer/
Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.
https://go.451research.com/download-2020-customer-experience-commerce-preview-report.html?&utm_campaign=2020_preview&utm_source=trending_topics&utm_medium=website&utm_content=marketing_content&utm_term=2020_trends/
For all the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience.
Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online and offline.
http://mytotalretail.com/article/digital-commerce-and-the-customer-experience-top-trends-for-2020/
Two years ago, I prognosticated about what might happen with AI in CX in 2018. With the confidence of a seasoned pundit never held to account for his transgressions, I managed to get some readers lathered up about the future-state of AI tech affecting customer experience (CX), marketing, and sales efforts. Looking back, it’s surprising the authorities didn’t indict me as a co-conspirator in various AI hype-crimes.
http://customerthink.com/5-hot-ai-in-cx-trends-to-watch-in-the-roaring-20s/
You've got great products. You've got competitive prices. You've got lovable ads. But unless your customer experience is exceptional, you aren't going to get ahead in 2020.
Remember, research giant Walker predicted seven years ago that CX would overtake price and product as the primary brand differentiator by 2020. With 2020 here, it's time to plan a final CX push. If fast growth is your goal, CX is your route to getting there.
http://inc.com/gene-hammett/6-ways-to-upgrade-your-customer-experience-in-2020.html/
Aside from product quality and pricing, customer experience is another major factor that influences people’s purchase decisions. In fact, one-third of consumers in a PwC survey said they would leave a brand after a single bad experience, and nearly half are willing to leave a brand they love if they’ve had several bad experiences.
http://forbes.com/sites/forbescoachescouncil/2019/12/16/five-innovative-ways-to-improve-your-customer-experience/#59bc51c87134/
With the acknowledgment of the business impact that great customer experience (CX) can have, marketing leaders, are tasked with not just creating winning customer experiences, but also with creating teams with the skills needed to perform in this experience-driven economy. Creating that new customer-centric mindset and culture needs a lot of training, learning, unlearning and reskilling across the marketing team and in fact across the organization as a whole.
http://martechadvisor.com/articles/customer-experience-2/top-customer-experience-cx-conferences/
