CUSTOMER EXPERIENCE TRENDS 2021

New CX for a new world

Last year, we learned that customer needs can change in a blink, and your support team needs to change almost as fast. Our report will help you learn how to keep up.

Promo banner image

Stay on trend

Stay on trend

Our team of experts reviewed data from 90,000 businesses using Zendesk across 175 countries. We compared how they use Zendesk with opinions from customers, agents, customer experience leaders, and technology buyers. Using these insights, we identified this year’s top trends in customer experience and tailored best practices to your team.

Despite the massive shakeup in customer and employee experiences, some things remain the same: building trust and connection is crucial to keeping everyone happy.

The interactive report sheds light on the five core trends of this year:

  • Spotlight on CX
  • A more conversational world
  • Emphasis on agility
  • The future of work is now
  • The digital tipping point

Immerse yourself in our interactive report

Please enter your first name
Numbers and special characters are not allowed
Please enter your last name
Numbers and special characters are not allowed
Please enter a valid email address.
Email addresses may not begin with:
Please select your country
Please enter a valid phone number
Please enter your job title

Almost done. Just tell us about the company you keep.

Please enter your company name
Please select number of employees
Please select your department
By submitting my personal information, I understand and agree that Zendesk may collect, process, and retain my data pursuant to the Zendesk Privacy Policy.

Thanks for accessing our interactive report.

If you're still hungry for more insights, join our Customer Experience Trends 2021 event.

Read the report

Sorry, something went wrong!

Please reload the page and try again, or you can contact Zendesk for support.