It goes without saying that 2020 shifted the way that many organizations look at their operations. In a digital world, interactions between brands and consumers happen at any time, across multiple channels and devices, and routinely change channel mid-interaction. From retail to banking to customer service, the pandemic and subsequent lockdowns accelerated the shift to digital and permanently changed the way organizations deal with consumers.
This, in turn, has increased the number of potential customer experience friction points and the likelihood that consumers have a bad experience while online. As digital literacy and expectations rise among consumers, this will cause
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By: coosystem
Title: Customer Experience Trends To Watch In 2021
Sourced From: coo.systems/customer-experience-trends-to-watch-in-2021/
Published Date: Tue, 23 Mar 2021 20:00:19 +0000
source https://coo.systems/customer-experience-trends-to-watch-in-2021/
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