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predictions for 2021 here:
When I made my annual CX predictions this time last year, I predicted 2020 would be the year of thoughtfulness, services and culture.
Instead, it introduced us to social distancing, face masks and touchless CX.
No one could have predicted the COVID-19 global pandemic and the impact it would have on companies and consumers around the world. COVID quickly defined the year and greatly transformed how businesses interact with customers.
The economy dipped to record low numbers, working mothers were hit especially hard, fires ravaged much of the world and cries for equality rang out in the streets.
And at the same time, companies focused on their people and many businesses were able to pivot with innovative solutions.
As we enter 2021, the year 2020 will still be with us in many ways. This year set our trajectory for the next decade and beyond, and how businesses and customers interact will never be the same.
The CX trends going into 2021 look different. A difficult year for both individuals and businesses has set the stage for a need to make changes, double down on people-related efforts and digital transformation - and be willing to have those difficult conversations about topics like racial justice and women’s rights.
Understanding the trends that will shape 2021 will help you build a strong foundation to best serve your customers and employees. In this rapidly changing world, it’s vital to stay ahead of what’s coming down the pipeline.
This deep dive highlights how the world has changed and what to expect in 2021. I highlight five trends all companies need to be aware of to continue building great customer experiences, no matter what we face in the future.
Download full CX
predictions for 2021 here:
I’m Blake Morgan, a customer experience futurist, best-selling author and keynote speaker. Over the last 12 years, I’ve helped Fortune 100 companies around the world become more customer-centric and proven that investing in customers can lead to long-term financial results and strong growth.
