CX Trends 2020

Customer experience is always evolving and this webinar puts the spotlight on the trends in customer experience we can expect to see more of.

Stephen Hampshire looks back on 2019 and ahead to what 2020 has in store for the world of CX. He’ll discuss a range of trends, including increasing customer expectations, organisational structures reflecting customer journeys, the digitalisation of experiences and the role of human interaction. The webinar will also touch upon an organisations’ desire to collect and use more data in designing customer experiences, and how an organisation’s approach to data management and transparency may become a service differentiator.

You can watch this webinar on demand. Fill in the short form and you'll get access to the recording straight away.

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Webinar host:
Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

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