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June 2021

Customer Experience Trends Report

Today’s brands must provide customers with tailored experiences to set themselves apart from competition and drive business agility and continuity in the post-pandemic marketplace. Remote work has significantly reshaped customer-brand communication patterns; however, the expectations for high levels of quality of service and support have not diminished. Along with the changes in customer experience caused by the shift to the work-from-home model, executive leaders must maintain an internal culture that drives employee motivation and team engagement, as well as prepare their companies for new work models in the aftermath of the COVID-19 crisis.

In an effort to gain a greater understanding of the opportunities and challenges confronting these senior corporate executives, Consero performed a survey of the participants at its June 2021 Customer Experience Virtual Forum, which yielded a variety of interesting data that is provided below.