5 Predictions for CX in 2021

It’s time to start prepping

2020 was a year for the history books. Teams were forced to work fully remote. Customers were forced to do business only online. They had more questions than ever before and were concerned about obtaining essential goods, while also staying safe. Simultaneously, customers were also craving social interaction. A chat with customer service may have been the only conversation they’d had with a human all week. Customer service took on a whole new role, one more essential and impactful than in the CX-world of 2019. Yet teams were also strapped for time and resources, as budget cuts set in.

The question now becomes: what can you expect from 2021? What changes will stick and which ones will fade away in a post-COVID world? Check out our infographic to learn how you can prepare NOW, for success in the future.

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