CX is still king – but what CX means is changing.
In 2021, customers can find out almost everything they want to know about a brand without ever receiving any marketing content. What we have learned this last year is that CX is still king. In fact, the global pandemic changed what CX means. It forced businesses to listen to constantly evolving demands and become resilient providers of new experiences in order to gain a competitive edge. Contactless delivery became the norm and customers wouldn’t settle for anything less. Gone were the days when deliveries would be with held because the recipient didn’t sign. Contactless experiences were no longer a bonus, they were a requirement for a large portion of the world. When you consider that 80% of consumers will switch to another company after just one poor customer experience, 2021 maybe you most important year in business, ever. Marketing alone no longer builds brands, experiences do. As customer values change, businesses need to be active listeners and quick implementer...