CX Trends 2021 Where do you go from here?
The same adjectives for 2020 have been used again and again. Unprecedented, uncertain, challenging, transformational. But at its core, the human race and virtually every paradigm we rely on has been scrutinised and pressured. While many things have paused or shut down, there has also been great acceleration in innovation, both in business and science. The need to meet changing customer expectations and to transform digital experiences became a real-time event, coming to fruition in a matter of weeks and months, rather than years.
Feefo’s Marketing Director Keith Povey says: “Customer experience (CX) has been at the forefront of this changing dynamic between brands and their customers, where brand loyalty has been tested more than ever before. The expectations have changed from what customers ‘want’ to what they absolutely ‘need’ - and the acceleration in innovation has been driven by each company’s own need to keep trading and, ultimately, to stay in business. Businesses large and small have had to become more agile, more flexible and more empathetic, taking care of both their employees and their customers. 2020 has shown us more than ever how resilient we are, and how - in the face of adversity - businesses are highly adaptable. Yet, while there is light at the end of the tunnel, the way in which we think, do business and work will continue to evolve, with even more digital transformation on the horizon.” With this in mind, let’s take a look at some of the CX trends predicted by Feefo and leading industry experts.
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