Customer Experience

There is no question that the ongoing impact of the pandemic has forever changed the way customers engage with brands. Customer experience (CX) leaders must continue to establish their core CX competencies to rebuild the trust, safety, and inclusion consumers now expect. Companies that fail to do so will be left further behind.

In this report, Forrester Research predicts the critical factors affecting the success of CX programs in 2021, including:

  • Consumers flocking to trusted brands for safe in-person experiences.
  • Rapid CX improvements by brands adopting core CX competencies like research, prioritization, and enablement.
  • Growing adoption of “Zero UI” as consumers seek to minimize exposure to publicly shared UI controls and other physical touchpoints.

Download the report to learn more about these factors as you prepare your CX organization for this post-pandemic shift in consumer expectations.


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