Top 5 Customer Experience (CX) Predictions for 2020

The customer-centric organizations of today are already keenly aware of the digital revolution, which has transformed conventional business models while empowering customers. Over the last decade, customer experience (CX) has drastically changed with the introduction of several opportunities for customers to interact, engage and transact with brands at their convenience across multiple channels. Digital 2.0 is the next phase, where the plain and simple customer experience of old will make space for intuitive, contextual and practical engagement across different customer touchpoints. By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. According to Gartner, 2020 is going to witness 20 billion'things' connected to the Internet.