Research: Best Practices to Future-Proof the Customer Experience

Introduction

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) strategies.

• 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 2020 survey

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