{"id":15014,"date":"2020-12-14T09:21:05","date_gmt":"2020-12-14T09:21:05","guid":{"rendered":"\/gb\/en\/blog\/?p=15014"},"modified":"2021-07-22T16:11:34","modified_gmt":"2021-07-22T15:11:34","slug":"6-top-trends-customer-experience-2021","status":"publish","type":"post","link":"\/gb\/en\/blog\/6-top-trends-customer-experience-2021\/","title":{"rendered":"The 6 Top Trends of Customer Experience in 2021"},"content":{"rendered":"

The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels.\u00a0<\/span><\/p>\n

A McKinsey study<\/span><\/a> shows this situation could have saved five years on the adoption of digital tools. In this context, what will be the impact of these changes in 2021? What trends should you adopt now to prepare for the future<\/a>?<\/span><\/p>\n

\"The<\/p>\n

1. Fully digital journeys replace physical interactions<\/span><\/h2>\n

The retail sector has been making the transition to digital experiences for several years. In 2020, the lockdown accelerated this transformation. Globally, <\/span>49% of consumers<\/span><\/a> shop online more now than they did pre-COVID-19<\/b>, meaning that retailers must offer alternatives to the in-store experience.<\/span><\/p>\n

Practices such as <\/span>click & collect<\/b>, already adopted by the major retail players, are spreading to all businesses. Shop trips are also more prepared and focus on the customer experience<\/a>, often through the advisor-salesperson.\u00a0<\/span><\/p>\n

49% of consumers shop online more now than they did pre-COVID-19 <\/a><\/span>Click To Tweet<\/a><\/span><\/blockquote>\n

In this context, digital plays a pivotal role to complete the support of salespeople in stores. Digital interactions should therefore <\/span>increase by 40% in 2021<\/b>, according to <\/span>Forrester<\/span><\/a>. To prepare for this, companies should adopt <\/span>the channels their customers appreciate<\/b> and the tools to <\/span>manage them effectively.<\/b><\/p>\n

2. Flexibility is no longer an option<\/span><\/h2>\n

Contact centre<\/a> flexibility <\/b>is an essential aspect of a successful customer experience. At the start of 2020, companies had to quickly deploy remote work in an agile manner to ensure business <\/span>continuity<\/b>. This transition was more or less straightforward, depending on the degree of digital maturity of the company.<\/span><\/p>\n

Indeed, companies relying mainly on the cloud were able to ensure this transition quickly. At the same time, those with on-site solutions encountered serious obstacles, in particular due to <\/span>the need for physical hardware<\/b>.<\/span><\/p>\n

\"The<\/p>\n

In 2021, the flexibility to <\/span>remain available to customers and meet their expectations<\/b> becomes essential and will make it possible to stand out. This is why companies should adopt flexible strategies allowing them to adapt quickly to changes. This means using open technologies to gain agility and <\/span>integrate the innovations of tomorrow.\u00a0<\/b><\/p>\n\t\t