WhatsApp to integrate with CX strategy

In 2020, we will more companies integrating messaging solutions like WhatsApp into their CX strategy. Customers will continue to expect more from businesses, regardless of whether they are digitally native, disrupting, or transforming their industry. In line with this, more companies will recognize the power of adopting an omnichannel CX strategy to give their customers an increasingly seamless experience. I also expect to see a higher adoption of AI and self-service, particularly amongst millennials and Gen-Zers who, according to our data, are more comfortable finding solutions online via FAQs and help centers.”