30 Customer Experience Experts: Here’s What To Expect In 2020

by | Jan 24, 2023 | Media | 0 comments

Customer experience continued to be a hot topic in 2019, and 2020 should prove to be no different. Since consumers and corporate buyers have been given a public voice on social media, they’ve used that voice to demand better experiences from the companies with which they do business.

Many companies now have separate departments dedicated to customer experience (CX), while others are attempting to integrate CX into existing business units. Most leading companies have deduced that employee experience and customer experience are closely related, as happy employees tend to provide better experiences for customers.

Thirty CX experts and practitioners recently responded to a survey about what to expect in customer experience for 2020. In answering whether CX got better or worse in 2019, respondents averaged a 7.2 rating on a 10-point scale, with the majority selecting 7 or 8. This suggests that those who are in the trenches day-to-day are beginning to see forward progress with CX.

When asked to name a favorite brand for customer experience, respondents supplied a wide variety of companies; in fact, only four companies–Amazon, Apple, Costco and Nordstrom–received more than one vote. Other vote-getters included:

  • Airbnb
  • American Airlines
  • Chewy
  • Postmates
  • Proper Cloth
  • REI
  • Sephora
  • Starbucks
  • Trader Joe’s
  • USAA
  • Warby Parker
  • Zappos