CX Trends & Strategies 2019

Confirmit Team

Confirmit Team

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Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

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Customer Experience Predictions for 2019

This Customer Experience (CX) Predictions report, including insights from Confirmit, provides intelligence to support CX practitioners creating their customer experience strategies.



These 2019 predictions are based on primary research and in-depth conversations with customer experience leaders. They show the natural evolution of CX as many of these take our 2018 predictions to their next level. The trends we highlight have been selected using guidance from a base of 200 customer experience professionals.

The report highlights the expected evolution of critical elements of customer experience, including;

  • Digital transformation: Experts provide their views on the importance of frictionless journeys in retail, and how personalized web experiences and support channels will help to drive customer loyalty and engagement.
  • Data and analytics: The ability to build a meaningful data infrastructure in order to turn Big Data into a useful business resource will continue to be a challenge in 2019. CX professionals will need to start addressing this, as well as ensure they are in a position to start bringing that data together to build predictive models that aid smarter decision making.  
  • The role of AI in CX: AI has been the buzzword of 2018 and it doesn’t look like that will change anytime soon. Depending on which way the wind is blowing, we hear that AI is going to be terrible, and we’re all going to lose our jobs, or it’s going to be amazing and a joyous new future awaits us all. Of course, the truth – certainly in CX terms – lies somewhere in the middle. There is definitely some great opportunity ahead for AI over the next year or so and there will be processes that can be improved through its use. 
  • How to link CX initiatives to Return on Investment: The perennial CX problem is how you prove the value of CX initiatives. The panel of experts in this report share their views on how companies can finally take some real strides forward in this area. 
  • Trust and emotional engagement: Customer trust is hard won – and more easily lost – than ever before. Communication and personalization will be critical for businesses who are serious about winning this battle.

Download this report to learn how experts in the field expect CX to evolve in 2019, and pick up some tips and tricks to help you drive your customer experience and Voice of the Customer initiatives forward.

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