Welcome to 2021 – a weary but transitional year for the Digital Customer Experience… For digital leaders, trying to predict what a new year will bring is always a challenge and well, 2021 is already looking like a very unpredictable year. In 2020, we saw many unexpected trends emerge. We saw companies and consumers defy all expectations, and witnessed every element of our daily lives and work transform completely.
Several industries were hit hard by the pandemic such as travel and hospitality, whereas others such as retail were pushed to rethink their digital strategies and quickly cater to a fast-growing online customer base.
In fact, the retail industry was a particularly interesting industry to follow this year. The consumption habits of many shoppers who were in quarantine or lockdown changed drastically. And as a result, the online journey and digital experience in retail were transformed within a matter of a few months.
So the question is, how will your business adapt to these changes?
In This White Paper
As businesses grappled with major disruption in 2020, those with a robust customer experience (CX) foundation came out ahead – and have since reaped the benefits in terms of greater loyalty and revenue. What can we learn from their successes and what should we look forward to in 2021?
Although 2020 showed us that predictions and expectations can change in a heartbeat, this white paper outlines the biggest and most impactful Digital Customer Experience trends in 2021, according to Mopinion.
This article is posted at mopinion.com
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