Predictions 2020: Customer Experience

25% of CX professionals will lose their jobs as the number of CX leaders grows. The number of CX execs has grown by 1,100% since 2014, and we don’t expect this to slow. Firms will raid competitors as well as promote from within to reap the economic benefits of customer experience. 25% of firms will use dark patterns. Tech companies like Apple, Google, and Samsung will respond with “digital diet” tools and “deception blockers.” Tech-savvy CX pros will implement agent-facing bots to help customer service agents improve service. 25% of firms will lose over 1% of revenue by responding poorly to a social issue. Values-based consumers are growing in number and are assuming more power.