Chicago, IL, USA, Jan, 2020 -- Each year, HGS publishes a list of top customer experience (CX) trends—an on-the-ground forecast of what consumers are demanding in terms of their customer service experiences, and what brands have to deliver in order to stay competitive in the new year. HGS is honored to build this list in partnership with a group of industry thought leaders for this year's predictions. The participating brands, analysts, and consultants who contributed their insights and experiences to this year's panel include: Ember Group, DXL Big+Tall Men's Apparel, NelsonHall, Ryan Advisory, Execs in the Know, Frost & Sullivan, HFS Research, and Funai Corporation.
After the final list was compiled, the key learning was clear; as the CX industry undergoes transformation driven by technology, innovation and consumer demand, to succeed brands must find the balance between enabling great CX and directing capital, time and attention to competing priorities.
The HGS 2020 CX trend ebook highlights the top ten trends, covering topics related to contact center operations, challenges and strategic priorities for the coming year.
Here's a quick look at three of the biggest trends in customer experience, according to the expert opinions shared in the 2020 HGS CX trends report:
Trend 1: CX Economic Maturity - The Focus is Shifting from "Why CX?" to "How Much?"
The economics of good (versus bad) service are becoming clearer, quantifiable and irrefutable.
Mike Havard, Director, Ember Group
Trend 2: Customer Data Platforms & Journey Analytics for a 360-Degree View
In 2020, winning brands will invest in a technology stack based on a strategy that optimizes personalization, and it starts with understanding the customer.
Laura Cicchelli, Vice President, CRM & Analytics, DXL Big+Tall Men's Apparel
Trend 3: AI & Automation That Enhance Live Advisor Support…Without Comprising CX
AI and machine learning technology can enhance live advisor support and help overcome the industry-wide problem of costly, high labor attrition due to mundane, repetitive tasks.
Ivan Kotzev, Lead Analyst, Customer Experience (CX) Services, NelsonHall
Posted by Veronica Silva Cusi, news correspondent
About Hinduja Global Solutions Ltd.:
A global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
Published: Monday, January 13, 2020
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