LATEST INTELLIGENCE
REINVENTING CUSTOMER EXPERIENCE :
TOP 5 TRENDS AND BEST PRACTICES FOR 2021
iIntro
The events of the past year forced many businesses to make drastic changes to their agendas . Be it a retailer , a telecommunication company , a financial service provider , reinventing customer experience was one of the cornerstones of business success for companies across most industries .
The new reality changed the way people work , rest , shop , and interact with each other , and brands had to either react respectively or be left behind . According to Corinium Intelligence research , up to 90 % of businesses have taken urgent measures to adapt their CX strategy to the new normal in 2020 , and one in four of them claims they completely revamped their approach to customer experience .
CX is gaining an increasing amount of attention and will continue to do so in the nearest future . Forrester analysts predict that the number of businesses that will improve their CX quality will double if compared with the previous year . It means an even more accelerated business transformation , higher customer experience expectations , and the adoption of new well-suited technology to support improvements in customerfacing and operational processes .
The latest disruptions made businesses consider revising their approaches to customer experience . To tackle the emerging trends effectively , business executives need to place the future of customer experience at the forefront of their business transformation strategies .
In this eBook , we will guide digital , business and IT leaders across the most prominent emerging CX trends that will keep gaining momentum in 2021 . p
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