In this episode, Paul and Mike bring out their CX crystal ball to talk about three key accelerating trends for CX in 2020: 1) How the intersection of Customer Success and Customer Experience is gaining steam, 2) How the need for organization-wide data will drive an increased focus on customer data management, and 3) How traditional CRM capabilities will evolve to provide more personalized experiences for customers. Additionally, they talk about their "wishes" for CX in 2020, including: 1) Building financial literacy to articulate the value of CX, 2) Mainstream adoption of journey-based operating models in organizations 3) Businesses fully adopting more human-centered and purpose-driven outcomes as the 2019 "Business Roundtable" articulate (creating value for customer, community and employee, not just shareholders) 4) CX leaders driving the upfront elements of digital transformation
For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:
What to Expect From CX in 2020: 3 Accelerating Trends.
Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:
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