Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end up influencing businesses and customers.
But in 2020, no one could have predicted the COVID-19 pandemic.
It’s been a tough year. Between the pandemic, shutdowns and economic downturn, we’ve also faced environmental issues, a divisive election in the U.S., racial injustice and much more.
These events might not seem tied to customer experience, but we don’t live or work in a bubble—we’re affected by what happens all …
Read the rest →