Customer experience

Navigating Customer Service in 2020

A master key to unlocking the coming year's developments, trends and predictions

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What's inside?

Cutting edge research into trends that will improve customer happiness and experience in 2020. We asked CX-futurologist Dr. Nicola Millard as well as European Managing Director at Freshworks - Arun Mani and Customer Service Lead at Superbet - Alina Tirlea on their predictions for customer service. The result: The Ultimate Guide to Navigating Customer Service in 2020. Use it to beat out your competition and to knock the socks off your customers in the coming year.

  1. Hyper-personalisation has come 
  2. Chatbots go deep 
  3. Automation: A must-have 
  4. A beating pulse remains a huge asset 
  5. Reality goes virtual, augmented, and mixed 
  6. Self-service becomes more than lip service 
  7. Support offerings go omni 
  8. Immediate response times become crucial 
  9. Customers crave ‘live’ when it comes to video 
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