Customer Experience
Trends Report 2019
Today, is the age of the customer and Customer Experiences (CX) are taking a centre stage when it comes to differentiating one organisation from another; one brand to the next brand. For top brands today, Customer Experience is no longer a buzz word but a board room agenda. Organisations are leaving no stone unturned to up their CX quotient through innovative use of technology. User Interfaces are now intelligent, AI enabled products and services are no longer science fiction; technology-driven innovations are transforming everyday experiences at scale.
In Cequity’s Customer Experience (CX) Trends Report 2019, we have looked at leading Customer Experience trends and how they are playing out. In this report, we have covered API economy and its impact on CX, role of conversational AI, Rise of Hybrid commerce, role of data in personalisation and experiences, the changing face of content, how algorithms influence customer decisions, rise of the MAD tech; its impact on privacy and data protection and finally how all of this creates a measurable impact.