Top 3 CX Trends in 2020

Thomas FairbairnJanuary 8, 20204min0

At Awards International, we’re looking forward to another year of celebration and recognition. We’ll be continuing our awards programmes in the UK, Netherlands and Dubai – and 29th May will be the first South East Europe CX Awards!

With CX continually growing in importance, the quality of entries at the Awards keeps growing too! And this year is going to be very exciting for CX. Here’s quick look at our top 3 CX trends in 2020.

View our 2020 events calendar


1. The year that B2B CX comes of age

As we’ve noted before, a lot of CX coverage focuses on well-known, consumer-facing brands. Whilst these companies do great work, we anticipate that 2020 will see B2B organisations close this gap.

CX standards cut across B2B and B2C environments, meaning that B2B firms are now striving to deliver the same exceptional experience that consumers experience with their favourite brands at home.

We’ve added a B2B category at the UK Customer Experience Awards to recognise these improvements – and we expect that the entries this year will be extraordinary!



2. Hyper-personalisation

Personalisation has always been critical to CX success – but in 2020, we’re going to see whole new levels of sophistication. With 69% of customers wanting personalised experiences, the opportunity is there for the taking.

As the amount of collected data keeps rising, so too can the level of personalisation. This will be enhanced further by the proliferation of IoT devices and AI systems in the coming year.

We can’t wait to see who has been taking advantage of new technologies to deliver outstanding experiences for their customers.


3. Greater emphasis on Employee Experience

The more we understand CX, the more we realise that employees are the key to its realisation. This has been going on for several years now, but we can expect that companies in 2020 will continue to develop their Employee Experience programmes, focusing on holistic engagement and unlocking potential.

On 14th May, we’ll be hosting the UK Employee Experience Awards in London. Be sure to submit your entry before the deadline on 31st January.


To all our customers working in the CX space, we wish you a happy and successful New Year. We hope you continue to advance the cause of customer-centricity, and we can’t wait to hear your stories!


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Enter the UK Employee Experience Awards

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Thomas Fairbairn

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