The past 12 months has seen significant behavioral change among both the workforce and
consumers, which we believe will strongly impact businesses’ customer experience (CX)
• Nearly one-fifth (19%) of consumers will revert back to their pre-COVID behaviors, but half
have undergone lasting behavioral changes, and the remaining 31% were already digital
early adopters who will catalyze the digital shift even further – 451 Research’s Voice of the
Connected User Landscape (VoCUL): Connected Customer, Loyalty & Retention Insight Report.
• In light of the pandemic’s impact, 85% of digital leaders (those enterprises that have
established company-wide transformation strategies) are evaluating new types of technology
to improve their digital customer experiences, with platform agility and pace of innovation high
up the list of required characteristics – 451 Research’s Voice of the Enterprise (VotE): Customer
Experience & Commerce, Vendor Evaluations February 2021.
• Three-quarters of employees now want to work from home at least some of the time each
week – 451 Research’s VotE: Workforce Productivity and Collaboration: Employee Engagement
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