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.

Looking to 2021 with 20/20 vision

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.

Immerse yourself in our interactive report

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Let’s get digital

COVID-19 moved many customers online—leaving businesses scrambling to spruce up their digital storefronts. Adding digital tools is essential to scaling customer interactions. Our webinars, assessment, and how-to guides will show you the way.

Learn about the digital tipping point

Stay on trend

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

Trend 1

Spotlight on CX

The rapid move toward online engagement has reshaped what customers expect from service interactions, and 75% of customers will spend more to buy from a company that offers good CX.

Trend 2

A more conversational world

Customers want it all. They’re flocking to social messaging and exploring new buying habits—changing their behavior for good. 64% of customers started using a new customer service channel in 2020.

Trend 3

Emphasis on agility

Facing continued volatility, teams must find ways to adapt to the new needs of their customers and employees. 85% of teams reported having to make changes to their support in 2020.

Trend 4

The future of work is now

Support teams have seen a lot of change, and new pressures are forcing companies to rethink how employees work. 50% of teams reported going fully remote in 2020.

Trend 5

The digital tipping point

Companies are rapidly adding tools to help them scale their operations, personalize conversations, prioritize employees, and meet customers where they are. 75% of decision makers say COVID has accelerated adoption of digital tech.

Take the quiz: Which trend are you?

Suits or sweatpants? Adventurous or practical? Pick your best match to find out which trend is most like you.

Start the quiz