![]() Digital customer experience transformation toward unified customer experience will define success in 2021 and beyond The following are five trends, accelerated since the onset of the pandemic, that I predict will continue to heighten throughout 2021:ฤก. They also need personalized, connected consumer experiences that build brand loyalty and have a quantifiable financial outcome. ![]() They must make quick investments in digital customer experience (CX) capabilities like mobile apps, intelligent digital assistants, and artificial intelligence (AI). ![]() In response, enterprises must engage with customers across multiple online channels, in personalized and proactive ways, and via emerging technology. ![]() The pandemic has undoubtedly forced a shift in consumer behavior. ![]()
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