The Global State of Customer Experience in 2021
Insights from more than 200 customer experience experts mapping the market opportunities and hurdles over recent months and forecasts for the remainder of 2021
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How can you achieve great Customer experience?
“The year 2021 will give a major trend to the use of a digital customer experience. This year COVID-19 has quickened the use of technology, enabling us to see three to five years into the future from now. Huge number of companies are finding ways to digitize and automate the customer experience in their environment.
A stability will be created within the company. The companies and brands will find that stability, creating the best possible customer experience for their customers. This inclination will benefit both companies and customers.”
Customer Experience Management
Even as national Covid-19 safety initiatives and vaccine programs work to provide the public with more freedom, the pandemic continues to leave its mark across the globe.
The pressures of the pandemic has led to shifting customer expectations and concerns, with many companies relying on their customer experience teams to react intelligently and avoid mistakes that could damage brand loyalty.
This year’s edition of the Global State of Customer Experience Report surveyed over 280 CX practitioners from across the globe.
This report offers actionable data. By reading this, you will learn about:
- A deeper understanding of how your peers are reacting to the shifting nature of customer expectations.
- How to build brand loyalty through digital customer service?
- The technologies Bolt used to secure a 40 per cent surge in digital conversion rates.
- Avoiding common points of friction and tools for quick resolutions.
- 10 moves practitioners are making in response to industry challenges.
- How to create brand advocates by utilizing the voice of the customer?
- The tactics industry practitioners are deploying to maximize the returns they achieve from CX investments.
Read success stories and case studies from CX leaders at Google, Bose, Pinterest, Bolt, Studio Retail and more.
This report offers several insights that will help you redefine the customer experience you provide.
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