2021 August Market Study: Customer Experience Trends, Challenges & Innovations

We often hear that the customer experience landscape is changing, but we rarely receive specifics.

How exactly are customer demands evolving? What can we do to drive more customer satisfaction and loyalty? What role should emerging digital channels play in the customer journey?

To answer these questions, CCW Digital conducted an extensive survey of actual consumers. We learned their thoughts on the state of CX, the new behaviors they have adopted, the pain points they are tired of facing, and their demands and wishes when interacting with brands.

We compiled this research in our new CX Trends, Challenges & Innovations market study.

Research topics include:

• Scorecard on the state of voice, messaging, and social customer service interactions
• Pain points that continue to ruin customer experiences
• Definitive word on whether “friendly agents” matter in today’s digital world
• Top ways to attract and customers -- and win them back when things go wrong
• Customer intentions for phone, messaging, self-service, and social interactions
• How customers feel about the “COVID explanation” for bad service
• Customer reactions to ecommerce and digital finance trends