Redefining CX for a new era

The past year brought swift and unprecedented change.

Not only did a global pandemic transform the way we live, collaborate, and connect, but economic and social disruptions forced customers to reexamine their values, and what they expect from the companies they do business with.

We’ve been on a long march toward a digital-first world, one where all interactions between company and customer, and company and employee transcend physical spaces. While the concept of digital transformation is certainly nothing new, never before has it been so vital for all companies to push ahead, or risk playing catch up. Virtually overnight, shelter-in-place orders drove commerce almost exclusively online, forced companies of all sizes to contend with the future of their workplaces, and set new baselines around what customers expect.

Against the backdrop of dizzying change and record high engagement, companies have had to adapt in ways that they never thought possible, at a time when the customer experience has only become more important. Customers want speed and convenience, but they’re also seeking empathy and commitment to the core issues that they care about. It’s a high bar, at a particularly challenging time, but companies that invest in solutions to help them work smarter and adapt quickly to evolving customer preferences will be better prepared to handle any uncertainty that lies ahead.