7 Customer-experience-related predictions for 2020

By Adrian Swinscoe

At this time of year, we usually see a slew of trend prediction pieces.

As a rule, I don’t like them and don’t like writing them.

The reason being is that often when I read them, it feels, to me, like we are in danger of focusing too much on the future and not enough on the present. I wish that folks would focus less on trends and more on the present and getting things right in the here and now. That is where we live and where we serve our customers. Too much future-gazing is not helpful when it comes to fixing some of the issues that plague service and experience right now. That is not to say that we should not keep an eye on the future. That is essential, but we shouldn’t do it at the expense of getting things right today.

That being said, over the last few weeks, I have been sent a range of predictions from different people.

So, breaking my own rule, I thought that it would be useful to pick out the ones that stood out for me, organize them into categories and provide a bit of commentary.

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