The Customer Experience Predictions Report for 2021 highlights the significant disruption caused by Covid-19 in the field of customer experience. The report emphasizes the importance of generating and enhancing seamless digital experiences, with a focus on remote, accessible experiences for customers and employees. The pandemic has accelerated this trend, with organizations forced to develop high-quality digital experiences and reimagine their workforce structures. A seamless digital employee experience will be critical to success during and following the pandemic, with many organizations employing digital enhancements and tools to ensure remote work productivity. Overall, the report provides insights on key CX trends, pain points, and opportunities to watch in 2021.
