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How CX leaders across industries can flex their agility

The ability to readily adapt to world events and evolving customer expectations is more important than ever—here's how you can stay agile in your industry.

By Kristen Hicks, Contributing Writer

Last updated August 2, 2021

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes. But last year, businesses of all types were forced to restructure business plans and adapt to a changed world nearly overnight. Suddenly, the value of agility became more obvious than ever.

But agility isn’t just something you need during extraordinary circumstances like a global pandemic. Providing an exceptional customer experience (CX) requires the ability to be nimble and responsive for the long term. Regardless of what product you sell or who’s buying it, you must be able to stay on top of changing customer preferences and adapt to deliver what they need.

The Zendesk Customer Experience Trends Report 2021 revealed an emphasis on a business’ need for agility. The ability to adapt quickly and easily was the most cited pain point of both agents and managers in 2020. But the steps to becoming more agile can look different depending on your industry.

agility stats

Stay agile in your industry

Get agile

Whatever your industry, the ability to react and adapt to world events, market changes, and evolving customer expectations is key to maintaining success in the long term. Agility has always been valuable, but its importance has only increased with time. Getting processes and technology into place now will provide the flexibility you need to adapt over time and will benefit you for years to come.

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