February 25th, 2021 | 2pm GMT | 9am EST
The Covid-19 pandemic has accelerated the need for companies to provide seamless digital experiences. Econsultancy’s 2021 Digital Trends Report highlighted that more than two-thirds of the companies with top-tier customer experience (CX) functions outpaced their sectors in the second half of 2020.
A great customer experience relies on brands aligning every interaction across every touchpoint, creating a seamless omnichannel journey. As customers expect to be able to communicate quickly and easily with brands, there is a clear opportunity for brands to rethink the way they operate, as well as organise their resources and processes to meet consumers on their chosen channel. This means putting social media at the heart of their customer experience strategy. With one 2020 survey reporting that over 80% of consumers are likely to look at a company’s social media when researching a purchase, social is now a vital part of CX.