Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.

In our 2020 Trends in Customer Experience & Commerce preview report, we examine five trends impacting customer experience and commerce for the next year. We rate each trend as having either a low, medium or high impact, provide recommendations for players in the market, and predict who the winners and losers will be in the changing customer experience and commerce landscape.

Download this complimentary report excerpt for a full analysis on the following two trends:

  • Context and Creative Will Balance Out Against Audience in Digital Advertising
  • Developments in Recurring Revenue Software and Growing Consumer Demand Will Drive New Merchant Categories To Embrace Subscription Models