2021 CX & Customer Contact Predictions

When it comes to the science of customer experience, at no point in history have consumers had a shorter attention span when receiving a product or service from a brand. Along with many other pre-existing customer experience and customer contact trends, 2020 has accelerated this increasing reality.

According to CCW Digital research, 1 out of 4 consumers struggled to get in touch with a brand when they wanted to in 2020.  As a result, now nearly 60% of consumers consciously care more about the customer experience when deciding which brands to purchase from - partially, because we have now seen a world without it.

For this reason, we’ve interviewed some of the most renowned thought leaders in the customer experience and customer contact space to find out their thoughts as we navigate success through 2021.

Insights include 2021 predictions from:

• Shep Hyken – NYT and WSJ bestselling author, Customer Experience and Customer Service Expert

• Alison Lichtenstein - Head of CX Design, Dow Jones

• Aviad Abiri - VP, Portfolio Marketing & Enablement, NICE

• Dan Gingiss - Bestselling Author, Forbes Contributor, former Social Media and CX Leader at Discover, Mcdonald’s, and Humana

• Colin Crowley - VP of CX, Freshly

• Kelley Kurtzman, Vice President - Global Consumer Sales & Service Centers, Verizon

• CCW Digital Analyst Team