×
 
2019 Customer Experience Strategy Guide

CX Trends: The 2019 Edition

8 trends for navigating the next stage of customer experience disruption

 

Customers still want the same things: Simplicity, convenience, and personalization—but the way in which these expectations are being met grows increasingly sophisticated.

As we kick off a fresh year, customer demands for simplicity, convenience, and personalization remain as pressing as ever. Meanwhile, CX technology trends are expanding and growing more complex. Omnichannel services are evolving to include more options, smart speakers are gaining wider adoption, and self-service is being redefined.

These are consequential times for executive leaders seeking to position their organizations to compete and thrive in a disruptive market.

So, get ready as we outline customer experience trends to watch in 2019 and beyond.

What's inside:

  • How to prepare for the next stage of CX disruption
  • Why advanced omnichannel services are focused on personalization
  • How AI  assistants that represent customers are changing the support landscape
  • Why CEOs are finally taking the lead on digital transformation initiatives
 

Get the strategy guide

 

REQUEST FREE CONSULTATION
or call +1.877.206.8119

 

About Us

We're TTEC (NASDAQ: TTEC), a leading global technology and services provider focused exclusively on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Founded in 1982, the Company’s 55,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

 

We are honored to be recognized for the work that we do.

  • Leader in Gartner’s Magic Quadrant for Customer Management Contact Center BPO seven consecutive times
  • Leader in ISG’s Contact Center Customer Experience Services Quadrant Report
  • Verint’s 2017 North America Rising Star
  • 2017 Overall Best Customer Experience Organization in the Asia Pacific region
  • Nine 2018 Stevie® Awards for Sales and Customer Service
  • Gold Stevie for Contact Center or Customer Service Outsourcing Provider of the Year
  • Gold Stevie for Customer Service or Call Center Consulting Practice of the Year
  • IAOP Global Outsourcing List of World’s Best Service Providers
 

More resources

Rightsize Your Customer Experiences
eBook
Rightsize Your Customer Experiences

Learn how to rightsize your experiences by balancing digital, AI, and automation with humans and emotion.

Read more
Connect the Workplace with CX
Video demo
Humanify Insights Platform

With the Humanify Insights Platform you can turn your customer data into actionable, profitable insights.

Read more