I believe the post will help everyone improve or restructure their customer experience strategy for 2020 and beyond. Customer trends: 1. Re-evaluation of customer needs. This year we have seen several commerce trends surfacing in the West that have quite literally been copied and pasted from Chinese companies like Alibaba and Tencent, with trends like social commerce, influencer commerce and live streaming all very much China-inspired. If CX is to play an important part in your 2021 plans (and it should! With a growing number of in-person and e-commerce businesses entering various industries each year, companies big and small need to ensure they are staying up to date with the latest and greatest customer service trends. A Walker study found that at the end of 2020, customer experience will overtake price and product as the key brand differentiator. Whichever way you look at it, 2020 has been a year for the history books. Wrapping Up: CX Trends 2021 . The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. To deliver a great customer experience in 2021, you’ll need to understand how customer perceptions are evolving. During the teens of this millennium, all an e-commerce brand need do was … Omnichannel Customer Engagement; Real-Time Event-Driven Application Architecture; Internet of Things; Download our complimentary research detailing the top customer experience trends and emerging CX tech in 2020 and receive strategic recommendations for how to adopt, implement and exploit this technology to drive ROI in your 2020 CX initiatives. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. Customer service has long been a necessary factor in a company''s success. At some point, the goal is not to follow the current trends but to understand what trends you need to follow in the future. ), use this article to stay ahead of the top customer experience statistics in the upcoming year. Knowing these trends can help you meet customers where they are in the year ahead. Going forward in 2021, brands will need to integrate creative, care-led digital strategies to keep pace with customer experience trends. 2020 Trends: A Look to Our Customer Experience Future. As we look back to 2017, a year of rapidly evolving customer expectations and digital revolutions, our focus inevitably shifts again to the future and the changes we must prepare for in our strategies for the next three years and beyond. Here is the list of “Top Customer Experience Trends” blogs of 2020 shared by some of the industry leaders. Paul Boag, User Experience and Service Design Consultant, Boagworld.com “2020 proved a chaotic year that has fundamentally changed a lot of our daily lives. The top customer experience trends for 2020 are much more than one-off projects that teams can implement over a quarter, or even a year.. Around the world, as businesses continue to be considered the most trusted institutions, CX trends in 2020 serve as the foundational mantras of a customer-centric society. The closure of many businesses, some companies skyrocketing fast due … I suspect that some of those changes will persist after the threat of Covid has receded. Customer Experience Management. This will also help brands to win their customer's hearts and minds while staying ahead of the competition. The following detail what customers expect as a part of their shopping experience for … The Future of CX: 14 Customer Experience Trends for 2020 (And Beyond) The customer experience (CX) in the digital era is constantly evolving. 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