Three key growth drivers will shape the future CX market — the "3 Cs" of Consent, Conversations, and Customer Journeys. The 3 Cs will be facilitated and orchestrated by the increasing use of AI in CX technology platforms. AI will manage the inherent complexity of individual customer situations and guide optimized "next best actions" that engage and delight customers and encourage customer purchasing, retention, and loyalty.
Customer consent is a fundamental condition for legal compliance with GDPR, and both customer data privacy and digital trust are now set to become the underlying platform for CX investments in Europe.
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