2020: The year of significant CX transformation

The director of customer experience and analytics within the customer service and support organization at Microsoft. Michelle Huenink shares her thoughts on the year ahead for customer experience




2020 customer experience

As 2019 draws to a close we speak to new CX Network advisory board member Michelle Huenink director of customer and field engagement customer service and support at Microsoft on how she has seen the CX industry develop in the last 12 months and her thoughts on the CX trends to watch in 2020.

How have we seen customer experience advance in 2019?

“CX made waves in 2019, customer experience has finally secured a crucial seat at the table. We are seeing how digital transformation is demanding companies to lean in around CX more than ever before. Customer experience continues to prove to be a key differentiator and has become a critical pillar of company strategies across every industry. How we innovate and transform across the entire customer experience journey is what will truly set companies apart. I’m excited to see the impact of this transformation unfold.”  

What are you most excited for CX in 2020, what CX trends do you think will make waves?

“The trend of becoming more proactive through predictive analytics will continue to gain momentum and even become a critical CX strategy. Companies across all industries are leaning into a more proactive and predictive approach to support a customer’s lifecycle end-to-end. In 2020 we will see the CX industry transform even faster through the adoption of proactive and predictive analytics to meet ever- increasing customer expectations. Making the investments which empower companies to make proactive, data-driven decisions to transform the customer journey and improve the experience for all customers will be a game changer. 

“Our commitment to customer success needs to evolve the CX journey by investing in tools and technology that empower our customers and our people. Key impacts of predictive analytics will enable us to improve how we close the feedback loop and fix root causes across the entire customer journey.”

“2020 will be the year of significant CX transformation!”

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