How will CX change in 2020?

As technologies improve and consumer demands evolve, the customer experience sector is proving to be a fast-paced and exciting place to be. As the end of 2019 approaches, it is time to look ahead to what is in store across the CX industry throughout 2020 and beyond.

Additional AI integration

Artificial intelligence has been the subject of myriad headlines over the last decade but AI integration has the potential to revolutionise the customer experience in a variety of different ways.

Throughout 2020 and beyond, interactions with chatbots are expected to become more natural as AI technology becomes increasingly responsive to contextual cues. Although this technology certainly won’t replace traditional support methods, it can play a key supporting role in a company’s overall customer service strategy.

An increased desire for personalised experiences

We live in a time when we can have tailored apparel or custom meal plans delivered to our homes and can design personalised emojis that reflect our appearance and our moods. This means that consumers have become accustomed to accessing personalised experiences that are tailored to individual needs and preferences.

To continue to meet consumer expectations throughout 2020, businesses will need to collate significant quantities of customer information to make the personalisation decisions that consumers want. Every element of the customer journey can be personalised, including product development, marketing materials and customer support.

Organisations will need to practice seamless knowledge sharing processes and invest in the creation of a considered data strategy to ensure that the right personalisation decisions are made. Increased personalisation will flag up additional security and privacy considerations, so organisations must have a strong team in place to ensure that personalisation and data collection strategies exist in harmony.

Smart self-service capabilities

Sometimes, the best form of customer service is providing consumers with the tools and solutions to solve their own queries. One of the most common forms of digital self-service are automated password reset tools and 2020 looks set to be the year in which businesses become more innovative in their approach to this element of customer service.

It is imperative, however, that firms understand when issues are too complex to be effectively solved with self-service options. In cases such as this, delivering seamless transitions directly to an appropriate customer service representative will be essential to ensure that solutions are provided as efficiently as possible.

Data-led decision making

It is clear that data has a key role to play in the enhancement of the customer experience over the coming years. Understanding how to collect, analyse and apply data is critical and businesses need to have experienced teams in place to ensure that the right decisions are made at the right times.

Identifying trends is essential to the accurate prediction of customer behaviours. This will require the establishment of a culture of knowledge distribution and an atmosphere that unreservedly prioritises collaboration for the benefit of the wider business.

Innovation is occurring at rapid speed and keeping up with the challenges this brings can be difficult. With so many exciting opportunities there for the taking, contacting our experienced team here at Clifford Associates will help you to alleviate resourcing issues within your organisation and ensure that your business is best placed to enhance your customer experience strategy as we move into 2020.

 

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  • Tom Salvat, CEO, CONCURED
    "As a fast-growing start up, we need great people with a tough set of skills to find. They need to be hungry, experienced and fit the culture of a business that is always adapting and growing. Finding these people using Linkedin and other job boards is tough, time-consuming and rarely bears fruit. Ross has always been able to uncover gems for us, and we are benefiting greatly from his skills at CONCURED. Ross has a rare ability to really understand the business, the culture and the people that will nail the role. I couldn't recommend him highly enough, and he is the only recruiter we deal with"      
    - Tom Salvat, CEO, CONCURED
    Tom Salvat, CEO, CONCURED
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    I am writing to express my gratitude to Ross Clifford & Associates who helped me successfully secure the role of Enterprise Sales Executive at Concured. Ross was extremely professional and understood the specifics of the job I required. I especially appreciated his fast response, transparent communication, and coordination in a timely and efficient manner.
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    Tariq Mahmood, Enterprise Sales, Concured AI Content Marketing
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    Ross is one of the friendliest recruiters I've dealt with. He was always attentive, quick to respond and ready to help with any questions I had. He's very professional, and not at all superficial like so many other recruiters out there. I would highly recommend him.
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    Jessica Cole, Editor – Redwood London.
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    Gareth Lofthouse, Founding Partner, Longitude.
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    Johnny Meredith, Senior New Business Manager, The Bio Agency.
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    Ross is the best recruitment agent I have worked with, he stayed in contact, kept me informed and was with me every step of the process. He also checked in with me during my first couple of weeks in my new role to make sure I was settling in. I wouldn't hesitate to recommend him.
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    Karen Troman, Office Manager & HR Co-ordinator, VoucherCodes.co.uk part of RetailMeNot
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    I have worked with Ross over 4 years now and he has always delivered a really high standard of candidate both at senior and junior level. His online knowledge is second to none and all the candidates he has put forward over the years have only good things to say about Ross and his work ethic.
    - Neil Kettleborough, CRO & Co Founder, Chalk Social
    Neil Kettleborough, CRO & Co Founder, Chalk Social
  • Helen Rosemier, Commercial Director, Professional & Financial Services Practice, Longitude
    Ross is a fantastic recruitment consultant -  extremely professional, meticulous, patient and supportive. Throughout the process, I felt he represented me really well and genuinely cared about my career and finding the right role. Thanks to Ross I am now in a role I love, working with a brilliant team. Very highly recommended!
    - Helen Rosemier, Commercial Director, Professional & Financial Services Practice, Longitude
    Helen Rosemier, Commercial Director, Professional & Financial Services Practice, Longitude

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