This year, we welcome a new decade! In the previous decade, many trends in the CX space emerged, like the move toward implementing AI and the introduction of new channels. Many CX leaders made the transition from customer service to customer experience, and an added emphasis on the customer journey took the forefront.
Before we welcome a new decade of innovation and content, Bright Pattern reviewed and compiled a list of the top-rated, most informative pieces of content from the previous year. Here is a peak at major developments in the CX space in 2019 and what to expect in 2020!
New CX Metrics for Today's Digital World
Traditional CX metrics like Average Handle Time are still valid but today’s digital world requires new metrics. In this blog, we discuss and propose some new metrics as well as some keys to measuring them.
2019 Frost & Sullivan CCaaS Buyers Guide
Frost & Sullivan assessed the top cloud contact center providers and chose vendors based on the company’s strength of vision and ability to execute.
Omnichannel Customer Experience (CX) Benchmark Trend Report
Discover the current state of omnichannel and omnichannel quality management by downloading the 2019 Trend Report.
How Will Contact Centers Change in 2020?
Now that CX is a main priority for C-level executives, contact centers will undergo a major metamorphosis from frustrating cost centers to dazzling profit centers.