Customer Service Trends 2020


Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Customer Service will become increasingly AI-driven.

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HGS Roundtable: Top Customer Experience (CX) Trends in 2019

Team HGS

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. the outsourced customer care services market is predicted to be valued at $110 billion by 2024. EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer.