From advances in technology to rising concerns over sustainability, recent years have seen the way people shop changing pretty drastically - with retailers struggling to adapt. Receiving a great customer experience (CX) is becoming more important than ever to shoppers, so staying one step ahead of the biggest trends is going to be key to keeping your customers happy, and coming back time and time again.

In this report we hear from CX leaders at some of the UK’s biggest companies, as well as some of our own experts, as they talk us through which CX trends they predict will emerge throughout 2020.

Inside, hear; what industry leaders have to say about the current state of customer experience, which customer experience trends they believe will emerge in 2020, and what challenges they predict businesses may face in the coming year