2021 Q1 Edition The State of Digital Customer Experience

Changing customer behavior demands new approaches to the customer experience

2021 State of Digital Customer Experience

Changes in customer behavior thanks to the COVID-19 pandemic have transformed the customer experience. Customers are both more savvy and less loyal to businesses and brands than ever before.

To solve for the customer journey in the new normal, organizations will need to understand how customer behavior has changed and use all the tools at their disposal to deliver exceptional customer experiences.

This report contains insights from the State of the Digital Customer Experience survey.

Included in this report:

  • How well organizations feel they understand their customers
  • What organizations think about the effectiveness of their digital tools
  • Top digital customer experience investment priorities for the coming year

This guide is produced by CMSWire.

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