The Global State Of Customer Experience 2021 report highlights the challenges and opportunities faced by customer experience (CX) professionals in the wake of the Covid-19 pandemic. The pandemic has led to shifting customer expectations and concerns, and CX teams are under pressure to respond intelligently to avoid damaging brand loyalty. The report, which gathered insights from over 280 CX experts, warns that mismanaged remote working could deepen organizational silos and prevent cross-functional CX projects from reaching their full potential. The report provides a roadmap for CX professionals to benchmark their organizations' progress against peers and competitors and plot their path for the rest of the year and beyond.
