The Future of CX 2020

5 Trends shaping customer experiences for 2020 and beyond


Customers don’t stand still; they have ever-changing tastes, preferences, and expectations. The best businesses constantly learn and adapt to those changes. And as customer expectations for easy, effective, and personalised interactions increase, it’s critical that companies fine-tune their transformation strategies.

Staying ahead of disruption means understanding the customer expectations and trends that are shaping the customer experience next year and beyond.

Read this eBook to learn:

  • How advances in automation and AI have reached a tipping point in maximising human connections and improving cost efficiencies
  • Which customer metric is the top loyalty predictor
  • What deeper personalisation looks like and why it matters
  • How 5G is laying the foundation for more powerful CX

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