Predictions Report

Predictions 2020: The Customer In 2020

November 22nd, 2019


In 2020, consumers will seek meaningful group identity behind closed digital doors. In 2020, more brands will provide consumers tools for achieving a sense of joy. Consumers are demonstrating an increasing want to be part of the service a company offers, not just a recipient. Consumers will choose an assortment of seven or fewer purpose-filled products. As technology becomes more human-like, consumers will become less adept at distinguishing between human-generated experiences and tech-generated ones.

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