The Digital Customer Experience Report 2021 highlights the importance of providing high-quality, reliable and consistent digital experiences in the wake of the Covid-19 pandemic. With customers becoming more comfortable with remote services and adapting to recurring national lockdowns, businesses with poor digital performance risk losing market share. However, 53% of the 250 customer experience practitioners surveyed for the report admit feeling pressure to prove the returns of digital CX investments, with ROI cited as one of the top two challenges. To combat this scrutiny, practitioners must prioritize digital CX improvements to fast-track benefits for both businesses and customers. The report gathers insights from over 190 CX experts to map digital experience opportunities and hurdles, and invites CX professionals to benchmark their organization's progress against the trends expressed.
