Year 2020 is going to be the year of Data Science and Machine Learning: two technologies that seem to be gaining traction when it comes to improving customer experience. On the other hand, the sophisticated purchase of audiences and micro-segmentation will also have a strong pull.
We are looking for optimized customer experience on every device, whether it is a website optimized for desktop and mobile, as well as assisted sales services and contact center. In this sense, in 2020 the development of mobile websites that fit the usability of consumers will be one of the main trends.
Another element that cannot be forgotten is the care when designing and developing content strategies that accompany consumers throughout the journey, which improves conversion rates. Of course, there’s also direct personalized attention through Contact Centers that will play a key role in the entire Customer Journey. It is a channel that provides great help to secure sales, but it also is a very important tool to help and guide customers, both for those who make their first purchase as for those who repeat the experience in the same place.