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Five Trends Shaping The Future Of Customer Experience In 2020

IamCX editor’s note

While we’ve begun to get the hang of this 2020 business, we’re still wishing a belated “Happy New Year!” to the odd friend & acquaintance (and, umm… sister). So for us, it still feels appropriate to share the 5 trends shaping customer experience over the next 12… okay, 11 months – identified by CX expert Blake Morgan for Forbes. As Morgan says, “customer experience is firmly positioned as a competitive advantage and something most companies are prioritizing” in this new decade.

Is your business positioned to make the most of the opportunity? Read on and consider these trends as you continue working to build customer service and CX strategies that can win over customers – and keep you one step ahead of the competition.


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