As we enter into another decade, it is helpful to reflect upon how the customer experience industry has evolved and where the industry is headed. There’s no doubt, priorities have shifted to providing effortless and memorable customer experiences. However, companies must still find the perfect balance between enabling great CX, while working within the competing corporate priorities for time, attention, and capital.
As the CX industry undergoes tremendous change, particularly in the area of technology and innovation, brands, outsourcers, and technology partners are all working hard to find ways to drive transformation, amazing CX, and efficiency.
The contents of this document would not be possible without the generous support of our participating brands, analysts, and consultants who contributed their insights and feedback into the areas of customer experience operations, challenges, and strategic priorities for 2020. We truly appreciate the expertise and experiences shared by this year’s panel of industry experts.
Key trends include:
- Customer data platforms and journey analytics for a 360-degree view
- AI and automation for live advisor support
- BPOs rethink business models
- Rise of the flexible workforce and gig economy
- … and much more!
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In finding the perfect balance of people and technology, we build our clients’ businesses for the future.
About Hinduja Global Solutions (HGS)
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.
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