Place customers at the heart of every decision to achieve CX success and tangible ROI

  • With declarations of significant CX investments on the rise, there’s a definite sense that brands and businesses of all sizes are coming around to the idea that leveraging the right technologies solutions will yield tangible ROI.

  • If the business can respond to a customer’s needs with agility, it improves the customers' experience and it is more likely that they will return later on.

By analysing the strategic priorities of businesses, we can spot a number of overarching trends and interesting correlations for CX in 2021:   1. Companies know that they need to invest to achieve viable CX: With declarations of significant CX investments on the rise, there’s a definite sense that brands and businesses of all sizes are coming around to the idea that leveraging the right technologies solutions will yield tangible ROI. Even though a brands remained unsure about their investment strategy, that uncertainty will likely be focused on how much they should spend, rather than if they should shell out at all.
The leading CX concerns revolve around discovering what the customer wants.

By analysing the strategic priorities of businesses, we can spot a number of overarching trends and interesting correlations for CX in: