2021 Consumers Customer Expectations Innovation 
TechSee
JANUARY 26, 2021
Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.
delighted
JUNE 3, 2021
Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.
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TechSee
FEBRUARY 16, 2021
This is underlined by a January 2021 survey , where 65% of U.S. consumers reported requiring technician assistance during the current pandemic. The same survey indicates that the demand for remote assistance is high, with 52% of consumers willing to use remote guidance to resolve issues themselves due to safety considerations.
Upstream Works
JANUARY 26, 2021
Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. The Accelerated Need for Digital CX in 2021. With all the uncertainty, it’s easy to overlook that consumers have had to reset as well. Innovation. Automation.
C Space
DECEMBER 2, 2021
Driving Innovation. Our goal is to strengthen the long-term emotional connection to our brands by creating a holistic luxury experience across all touchpoints of the customer journey.”. That means we focus on our customers and their needs. Rita Felder, Director, Mercedes-Benz Brand and Marketing Strategy.
ShepHyken
FEBRUARY 8, 2021
Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation.
ShepHyken
SEPTEMBER 10, 2021
She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Expectation: Customers expect innovation.
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