We blinked and another year went by — but thankfully, we’ve got a lot to show for it. Reflecting on 2021, we’re grateful to have helped many of our clients ramp up their digital transformation (DX) initiatives and, most importantly, evolve their customer experience (CX) to meet the demands of a rapidly changing market. While CX has always been at the forefront of what we do, more organizations are only recently starting to have serious conversations around it, and we couldn’t be more excited.
To celebrate, we’ve rounded up our top CX blogs of 2021. We hope these inspire you to kick off the new year with customer experience at the helm.
A recent McKinsey Digital Sentiment Survey found that 75% of customers prioritized digital channels during the pandemic and would likely continue to use them moving forward. In this post, we examine what customer attitudes and trends will look like in a post-pandemic world, and what business leaders can do to stay a step ahead.
How do you future-proof your CX? Provide your customers with a positive experience at every touchpoint. We know, easier said than done — but we promise the effort is well worth it. The 2020 Forrester Analytics Customer Experience Index Online Survey found that when brands deliver a high-quality experience by communicating clearly, customers are 270% (no, that’s not a typo) more likely to increase their spending with those companies. This blog explores steps to help CX leaders make their strategies more resilient in a constantly evolving market.
As our lives become more digital, CX must continually shift to keep up with demands and expectations. Given the extreme transformations that CX has undergone over the last decade, Gartner went all out and updated its definition of customer experience management (CXM). We analyze this new definition, what it really means, and its implications for CX within the enterprise.
And that’s a wrap!
We can’t wait to bring you more CX insights and trends in 2022. In the meantime, if you want to build a better customer experience, but you’re not sure where to start, contact us to speak with one of our CX leaders.