Get Up to Speed With Customer Experience in 2021

PHOTO:
Ian Taylor
Customer experience is important — even for the US Federal Government. In fact, the US Federal Government launched a customer experience mandate for 25 of its public-facing agencies to improve the US public experience.
The past year impacted customer experience across the board, leaving us looking at a shifted landscape. All the pieces may be the same, but the game has changed.
From digital experiences to self-service, here are the top three trends most likely to impact CX in 2021.
Customer Experience Is Relational, Not Transactional
In a time of crisis, people remember those who take the time to care. Those who listen to their struggles and show understanding of their frustrations. The crises of 2020 made customers pay attention to brands and how empathetic they are. More than ever, you are being evaluated on how you do business, not just the product you sell or the results you deliver.

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