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The most compelling memorable customer experiences come from the relationships we have with businesses that understand us. That’s why you go to the same coffee shop every morning. The barista knows how you like your latte, they know you like a quick chat about your busy day ahead and they even remember your name. Though these brief interactions might seem insignificant, they’re the reason you become a loyal customer—the barista adjusts the service provided to reflect your likes and dislikes.

2020 holds massive potential for planning and achieving your CX goals! Why? Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year. We also have access to research on what sales, service, and support organizations across the globe did (and did not) do successfully in 2019.

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing? Here are a few considerations to make as you prepare for the transition.

As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.

Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network. Social media is literally revolutionizing the way people live and interact – as per October 2019, there were over 3.7 billion active social media users worldwide.

Imagine an aspiring baseball player who is trying to perfect his swing. He spends hours in training sessions. He watches videos of how the top hitters swing the bat and he tries to imitate them. Still, his performance stats aren’t where they should be. But when a knowledgeable coach works with him; watches him swing the bat; explains what he’s doing wrong; and shows him specific techniques he can use to correct it, he is able to make great strides in improving his swing and his performance. It’s the personal focus and one-on-one guidance that makes all the difference.

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.