Global CX thought leaders have weighed in to come up with the list of 10 CX trends that will define 2020. Investment in CX initiatives is becoming increasingly easier to sell to senior leaders, as the benefits of everything from AI to automation and analytics are clear and financially measurable.
This must-read report outlines the impact of increased data privacy and security on CX, and reviews the role of the gig worker in the 2020 CX economy. In addition, there is a section on BPOs’ response to market demands for more value than labour arbitrage and the creation of innovative new business models.
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