[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/22\/customer-experience-trends-for-2020\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/22\/customer-experience-trends-for-2020\/","headline":"Customer experience trends for 2020 and beyond","name":"Customer experience trends for 2020 and beyond","description":"Customer experience trends for 2020 are much more than one-off projects that can be implemented over a quarter, or even a year. As\u00a0businesses continue to be considered the most trusted institutions, CX trends in 2020 serve as the foundational mantras of a customer-centric society.","datePublished":"2020-01-22","dateModified":"2021-12-06","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/tracey-wallace\/#Person","name":"Tracey Wallace","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/tracey-wallace\/","identifier":367,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/21377d3250d3cee37a219265f855ca86717424033839661349c4b6845d2250cc?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/21377d3250d3cee37a219265f855ca86717424033839661349c4b6845d2250cc?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/01\/thumbnail-cc799745068b7e17ec438ef682a2711b.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/01\/thumbnail-cc799745068b7e17ec438ef682a2711b.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/22\/customer-experience-trends-for-2020\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/sustainability-in-business\/","name":"Sustainability in Business","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Sustainable_business"]}],"wordCount":1184,"keywords":["2020 Trends","B2B Customer Experience","Customer Experience Trends"],"articleBody":"The top customer experience trends for 2020 are much more than one-off projects that teams can implement over a quarter, or even a year. Around the world, as\u00a0businesses continue to be considered the most trusted institutions, CX trends in 2020 serve as the foundational mantras of a customer-centric society.\u00a0During the teens of this millennium, all an e-commerce brand need do was tell consumers why they were different and why they existed:Warby Parker made the same high-quality glasses you needed, without the high price tag, or you even having to leave your house.\u00a0Bombas made better socks, and nabbed the Shark Tank investment to make sure you knew it.In the 2020s, brands now have to prove it. That\u2019s because Gen Z, the up and coming power buyers of the near future, don\u2019t take what a brand says at face value.\u00a0They want to know the how, the why, and then actually see a brand follow through with it. Here are a few examples of questions brands are beginning to face from these new consumers:How many times is the item I\u2019m ordering shipped, and from where, and what is the carbon footprint of all that movement?\u00a0Exactly how do you make a shoe with recycled plastic fiber, and are we sure you aren\u2019t using too much water to create something that you say is sustainable?\u00a0How can I be sure that the diamond you are selling me isn\u2019t mined, from a conflict-zone, and better yet \u2013\u2013 why should I buy this to begin with instead of \u2026 say\u2026 a sapphire?\u00a0These detailed questions will define the next decade as one focused on brand transparency and purpose.\u00a0Business as an enabler of sustainable change\u201cThe perfect overlap between desirability, feasibility and viability is a sustainable and\/or a desirable product or service that also makes business sense.\u201d \u2014 Fjord Trends 2020In the U.S., there are plenty of examples of business filling the void left by other institutions:BlackRock CEO Larry Fink surprised Wall Street last week when he released his annual letter to CEOs and clients announcing that it would make sustainability its new standard for investing.In August, 181 of the nation\u2019s top CEOs agreed to embrace a new business model in which driving shareholder value is no longer their sole business objective. Rather, service to society, communities and employees would become a top priority.In 2018 ASICS conducted an LCA on their GEL-KAYANOTM 25 running shoes and compared the results with a previous model from this style. The analysis showed that ASICS have reduced CO2 emissions per pair by around 24%.doTERRA partners with local plant growers in over 40 countries around the world through co-impact sourcing. This model implements long-term, mutually beneficial supplier partnerships where skilled rural farmers oversee plants and growing environments.TOUS has been in the jewelry business since 1920, honing the skill of giving pieces of jewelry a second life, excelling in restoring, reusing, and recycling. 40% of the brand\u2019s collections are produced in a workshop with 90 multi-disciplined artisans specialised in electroforming and micro-casting.\u00a0This is only the beginning. We\u2019ve got a full decade to embrace, and an influential and educated generation who will continue to make up more and more of our buying population.\u00a0Customer experience trends for 2020 & their CX implementation\u00a0How will this shift to brand transparency across every department affect both customer experience implementation as well as the customer experience itself?\u00a0That\u2019s the bigger question we are putting to Twitter this week to figure out in our first #CXTweechat of 2020.\u00a0The top customer experience trends for 2020 are listed below, but again, these require a long-term vision and dedication to the values of your organization.The transparency aspect of each trend reaches far into a company’s internal structuring, and as we have seen with Away, the internet critics are fast to call out which brands are doing it right, and which they will never buy from again. Nailing the on-going customer experience of the biggest trends of the 20s will be what keeps brands relevant long into the next decade.\u00a0Sustainability via a circular economy: In a world where only 9% of the economy is circular, it\u2019s calculated that the opportunity to profit from the conversion of the remaining 91% sits around $4.5 trillion. This means the circular economy is the biggest wave of business transformation that companies are embarking on since the industrial revolution. Moreover, the companies willing to invest in the circular economy are industry game changers. But, are they also profitable?A new customer journey begets internal restructuring: From personalized, location-driven promotions, to more digitally empowered employees, to in-store kiosks for everything from product comparison to one-time coupons, the little supercomputers we carry in our pockets can unlock a wealth of opportunities for boosting engagement, sales, and spirits. But to execute well on the experience, internal brand departments must work hand in hand, with near flawless implementation and change management for shifting consumers behaviors. Do modern brands have to make this up, or are there successful models to learn from?Data privacy continues to take center stage: Consumers are freaked out by the yottabytes of their personal data that has been collected, sold, and used for years without their really knowing or understanding the scope and depth of the data mining. The mile-long naughty-list of data breaches only stokes the flames of anxiety. No wonder customers have trust issues after the exposure of data collection and management practices by tech giants like Facebook and Google, who have become such integral parts of our lives and society. How can brands needing to launch new tools like TikTok or SMS be sure they are also taking data privacy into account with every step?New understandings of consumer behavior turn marketers into scientists: Neuromarketing is bigger than creating catchy ads and compelling cues. Insights gained into human behavior can be applied across your organization, from achieving executive alignment to stronger cross-function communication and collaboration to improving employee and customer experience. But do brands have the talent to analyze such results and pull out the relevant findings? Marketers have long needed to have a deep understanding of psychology, can they also develop their neuroscience muscles in time to see wins from updated customer experiences?\u00a0What\u2019s next in the 2020s?The Financial Times said it best: \u201cThe long-term health of free enterprise capitalism will depend on delivering profit with purpose. Companies will come to understand that this combination serves their self-interest as well as their customers and employees.\u201dEvery single one of these changes addresses foundational cracks in consumption, marketing, and internal collaboration. Customer experience is the defining thread through each.\u00a0Whether you are tackling cashless payment solutions, implementing SMS nurture streams, or launching your brick-and-mortar store in one of America\u2019s luxury (and thriving!) shopping malls, one thing remains true: quality of experience is a critical differentiator.\u00a0Ignore it or de-prioritize it at your own peril.\u00a0  Every digital moment matters.Are you making the most of them?1,000 business leaders dish on how to stand out from the crowd with a great CX. Get the details\u00a0HERE.\u00a0"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"01","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/01\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"22","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/01\/\/22\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer experience trends for 2020 and beyond","item":"https:\/\/www.the-future-of-commerce.com\/2020\/01\/22\/customer-experience-trends-for-2020\/#breadcrumbitem"}]}]