20 CX Trends For 2020
What The Researchers Say
Abraham Lincoln famously said, “The best way to predict the future is to create it.”
Agents’ Roles Will Change to Problem Solvers
...And Are Willing to Pay for It.
Say Goodbye to Traditional CX Measurements
of all people point to customer experience as an important factor in their purchasing decisions, but only...
From the Minds of CX Visionaries:
A New CX Leader Is On the Block
The Fusion Between CX and EX
As CX leaders everywhere gear up for 2020, we were curious to learn how they were creating the future of customer experience and what their predictions were for the year ahead.
We interviewed thought leaders at TaskUs, took to the streets to speak with our CX peers, and hit the web for diversity in our research to provide you with the best predictions and insights around. Here are 20 CX predictions for 2020.
“According to a large study by PWC, 73% of companies say that customer experience is an important factor. Despite this, only 49% of U.S. consumers say they’re getting a good customer experience from companies.
These numbers will keep going up, meaning that if you aren’t on board the CX train by now, you are already behind your competition.”
Here’s What 10 CX leaders Are Predicting For 2020
“In 2020 we will see the delivery of value shift from the back-end to the front-end. CX decision-makers will have similar objectives as overall digital initiatives – mostly cloud migration for more agility, AI and machine learning solutions for better intelligence and cybersecurity investments for better compliance and data protection.”
“Without a doubt, virtualization will continue to transform the contact center. Traditional walls will keep coming down, as they have the last couple decades through offshoring and the advent of technology capable of connecting people and systems all over the world.
As more agents are working remotely, in different states, different time zones and in different languages, the contact center’s system—for workflow, CRM, analytics—will have to be more tightly integrated. Essentially the nerve center of the virtual operation, those systems must be easy to use, personalized and faultless.”
While traditional CX tools like the tried-and-true customer survey once felt like a must, 2020 will bring an end to it, and others like it. Instead, smart CX leaders will move towards forming more human connections with their customers and leverage big data. Big data, and the personalization it empowers can predict and indicate customer loyalty better than NPS surveys. Companies that use big data are also more likely to develop a better customer-centric strategy due to big data’s ability to provide proactive insights into customer behavior.
“Multiexperience refers to the various permutations of modality (touch, voice, and gesture), device and app with which users interact on their digital journeys.
A multiexperience strategy involves creating fit-for-purpose apps based on touchpoint-specific modalities, while at the same time ensuring a consistent and unified user experience (UX) across web, mobile, wearables, conversational and immersive touchpoints.”
of U.S. consumers say companies provide a good customer service experience today.
According to a large study by PWC...
Customers Demand Better Treatment...
“The desire to become insights-driven is universal, but so is the struggle to execute. Most business leaders still rely on experience, “gut feeling,” or opinions when making decisions — only 48% of decisions are made based on quantitative information and analysis, a stat that has changed little in the past few years.
Firms will create formal programs to promote greater data literacy across all roles in an organization — those who capture information but might not recognize it as data, those who work with data to deliver insights, and those who must make critical business decisions based
“With more of the menial tasks managed by technology, agents’ roles will change to manage the more complex issues that emerge. Ensure your employees have the skills to handle these types of calls efficiently.
Solving these queries effectively and confidently will mean training staff to ensure they have the right tools in place to handle challenging calls. Upskilling employees could reduce churn as agents feel more confident and able in their roles.”
CX Still Reigns Supreme
“Thinking of contact centers as reactive units defending against customer issues is just so 2010s. Contact centers are becoming much more strategic in terms of designing the customer experience. After all, who better understands the customers, the company’s products and services, problem-solving, and natural empathy for the customer than the contact center?”
How are you creating the future of customer experience at your organization? We help companies around the world scale the unscalable and think of the unimaginable. Connect with us and let’s pave the way to a better CX together, firstname.lastname@example.org
A Shift from Back-end to Front-end
“Known as brand intimacy, the ability to generate positive emotions in a customer helps brands drive sales and customer loyalty.
In 2020, we may see organizations aim to humanize touchpoints across channels with an overarching goal of building a strong emotional connection. According to Harvard Business Review, “When companies connect with customers’ emotions, the payoff can be huge.”
“CX and EX (employee experience) will grow increasingly interdependent. Companies will find that employees can and will only deliver to customer experiences that they have themselves. Company leaders must deliberately design and manage daily experiences that engage, empower, and equip their employees to differentiate and excel at CX.”
--Denise Lee Yohn, Keynote Speaker, Author