[vc_row][vc_column][vc_column_text css=”.vc_custom_1578529523489{padding-bottom: 3% !important;}”]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![/vc_column_text][vc_text_separator title=”New CX Metrics for Today’s Digital World” color=”turquoise” border_width=”3″][/vc_column][/vc_row][vc_row][vc_column width=”1/2″][vc_column_text]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.[/vc_column_text][vc_empty_space height=”64px”][vc_btn title=”Read the Blog” color=”danger” align=”center” link=”url:https%3A%2F%2Fblog.brightpattern.com%2Fnew-cx-metrics-for-todays-digital-world%3Futm_campaign%3DNewsletter%26utm_medium%3Demail%26_hsenc%3Dp2ANqtz-_QXCYe50TwltybLcm1_1nrR6WKIo3VVa7178BgtbzPajVkQLIl-omMdlfsj9ojRIa30V6j%26utm_source%3Dhs_email%26hsCtaTracking%3De4f0d4b5-55bd-430e-92f3-017185fd57e6%257C646be331-5425-42ed-a71b-d573f9bc80f9|||”][/vc_column][vc_column width=”1/2″][vc_single_image image=”10095175″ img_size=”full” alignment=”center”][/vc_column][/vc_row][vc_row][vc_column][vc_text_separator title=”2019 Frost & Sullivan CCaaS Buyers Guide” color=”turquoise” border_width=”3″][/vc_column][/vc_row][vc_row][vc_column width=”1/2″][vc_single_image image=”10080853″ img_size=”full” alignment=”center”][/vc_column][vc_column width=”1/2″][vc_column_text]Frost & Sullivan assessed the top cloud contact center providers and chose vendors based on the company’s strength of vision and ability to execute.[/vc_column_text][vc_empty_space height=”64px”][vc_btn title=”Read the Guide” color=”danger” align=”center” link=”url:https%3A%2F%2Finfo.brightpattern.com%2F2019-frost-full-report%3Futm_campaign%3DNewsletter%26utm_medium%3Demail%26_hsenc%3Dp2ANqtz–ui_NZ4leIRHEh7wqIOS7rnphsijeZfVRzSEvymwT8WwlcxYVRmf2Lncep8NNUnm1z40V-%26utm_source%3Dhs_email%26hsCtaTracking%3D2860c6bd-82bc-4e2a-a47f-c5ee84c9d661%257Cdbca3b18-bf71-4513-a86f-98426a0f5198|||”][/vc_column][/vc_row][vc_row][vc_column][vc_text_separator title=”Omnichannel Customer Experience (CX) Benchmark Trend Report” color=”turquoise” border_width=”3″][/vc_column][/vc_row][vc_row][vc_column width=”1/2″][vc_column_text]Discover the current state of omnichannel and omnichannel quality management by downloading the 2019 Trend Report.[/vc_column_text][vc_empty_space][vc_btn title=”Read the Report” color=”danger” align=”center” link=”url:https%3A%2F%2Finfo.brightpattern.com%2Fomnichannel-trend-report%3Futm_campaign%3DNewsletter%26utm_medium%3Demail%26_hsenc%3Dp2ANqtz–ui_NZ4leIRHEh7wqIOS7rnphsijeZfVRzSEvymwT8WwlcxYVRmf2Lncep8NNUnm1z40V-%26utm_source%3Dhs_email%26hsCtaTracking%3D2f5b19e6-0f5b-4ca2-badd-b866ff4c91b1%257C6dced59a-c535-4f0f-9c64-c9a9546f83f3|||”][/vc_column][vc_column width=”1/2″][vc_single_image image=”10080136″ img_size=”full” alignment=”center”][/vc_column][/vc_row][vc_row][vc_column][vc_text_separator title=”How Will Contact Centers Change in 2020?” color=”turquoise” border_width=”3″][/vc_column][/vc_row][vc_row][vc_column width=”1/2″][vc_single_image image=”10079051″ img_size=”full” alignment=”center”][/vc_column][vc_column width=”1/2″][vc_column_text]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.[/vc_column_text][vc_empty_space][vc_btn title=”Read the Blog” color=”danger” align=”center” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fblog%2Fhow-contact-center-channels-will-change-in-2020%2F%3Futm_campaign%3DNewsletter%26utm_medium%3Demail%26_hsenc%3Dp2ANqtz–ui_NZ4leIRHEh7wqIOS7rnphsijeZfVRzSEvymwT8WwlcxYVRmf2Lncep8NNUnm1z40V-%26utm_source%3Dhs_email%26hsCtaTracking%3Dcc2ced8d-7836-4a31-a601-efb55ab0ccf1%257C34b83bad-369f-444e-afdd-2c1a8fbeb71f|||”][/vc_column][/vc_row]
