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D I G I T A L T R A N S F O R M A T I O N

Customer Experience Trends in 2020 – 5

Top Blogs from Industry Experts
Anand Kannan  February 18, 2020

Today’s customers have everything in their hands, thanks to digital innovations, contributing to non-linear buying
patterns – making it difficult for enterprises. Identifying customer trends and improving customer engagement has
been an ever-growing challenge for many companies.

This is the reason why customer experience tops the agenda of most enterprises. Understanding these modern-day
businesses are making a shift towards customer-centric strategy rapidly.

However to reach there, identifying customer experience trends matters for businesses. And, the best way to do this is
considering industry leaders’ recommendations.

Here in this post, I have compiled a list of “Top Customer Experience Trends” blogs of 2020 shared by some of the
industry leaders. I believe the post will help everyone improve or restructure their customer experience strategy for 2020
and beyond.

Each blog from the experts shares a different and interesting list of trends. I have shared some of the interesting trends
from each post that inspired me, and you may find other trends that might best suit your requirements.

The first post is from Forbes, contributed by Blake Morgan, the customer experience futurist. This post focuses on 5
Customer Experience predictions in a strategic perspective.

https://www.forbes.com/sites/blakemorgan/2019/12/17/5-predictions-for-customer-experience-in-2020/#2355e0032ec7

Especially the prediction #1 “Thoughtfulness is in” is a must-learn trend and it is wonderfully explained by Blake
Morgan.

The second post is from Martechseries.com contributed by guest authors.

https://martechseries.com/mts-insights/guest-authors/six-trends-transforming-customer-experience-2020/

This post focuses on 6 Customer Experience Trends for 2020.

An interesting trend that attracted my attention immediately was the trend #3 on “UCaaS + CCaaS Make Customer
Experience Better” and I believe most of you would be excited to know more about this.

The third post from mcorpcx.com details about 11 tech trends that will impact businesses in 2020.

https://www.mcorpcx.com/articles/11-tech-trends-in-cx-innovation

Trend #10 grabbed my attention immediately. It was on “Why You Must Understand—and Embrace—The API Get In T
Economy.” I hope many would enjoy reading this and give it a try.

The fourth post from business2community.com shares 5 top trends for businesses in 2020.

https://www.business2community.com/customer-experience/the-future-of-cx-5-customer-experience-trends-for-2020-
and-beyond-02252474

The trend #2 was impressive and it was on “Employee Experience Will Remain One of the Top Influences on
Customer Experience.” Many Customer Experience failures due to disengaged employees and considering employee
experience seriously would help businesses offer amazing customer experience.

Finally, the fifth resource is all about “Gartner Customer Experience & Technologies Summit; 8 – 9 June 2020 | London,
UK” by Gartner on “Improve Customer Experience with the latest trends on customer experience management.”

https://www.gartner.com/en/conferences/emea/customer-experience-uk/why-attend

If you’re interested in learning the most advanced top-level Customer Experience trends that will reshape enterprises in
the year 2020 and beyond and this is one of the best events not to be missed.

customer
 experience

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