CX in 2020 Archives - SoGoSurvey Blog

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Consumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One constant? High customer experience expectations. What with next-day delivery (or faster), online chat, and the attention paid to our input, customers are demanding better CX. As companies work to continue to raise the…

If you're surprised to find that January is already over, you're not alone. From global to national to local levels, there's been a lot going on. Before we get too far into 2021, though, we're taking a chance to reflect on some of the high points of 2020 -- SoGoSurvey…

Customer experience drives revenues. If you’re skeptical, look at McKinsey & Company’s recent article that digs deep into what CX (customer experience) means and what to avoid. One of the most impactful articles to date is Forbes’ "Customer Experience Best Practices When Mistakes Happen." The most salient point is, "It’s…

The customer experience (CX) is showing up in the actions and plans of industry captains around the world as the biggest driver of sales success and therefore achieving revenue goals. They recognize that a prospect's journey, beginning with the idea of satisfying a need, moves through scores of stops and…

Artificial Intelligence (AI), sometimes referred to as machine-learning, has impacted the omnichannel customer experience in a big way as we enter 2020. Microsoft predicts that in the next five years, AI will create technologies that tie into around ninety-five percent of all CX interactions. However you want to look at…

How CX Expectations Shape Our Human Experiences

The Best of 2020: SoGoSurvey Edition

Customer Experience Best Practices to Avoid

Multilingual CX: How important is language in delivering the best possible customer experience?

AI and CX in 2020 and Beyond