A new year is a fresh start — and given the upheaval and uncertainty marketers faced in 2020 amidst the COVID-19 pandemic, a blank slate is decidedly needed. With a full year ahead, customer experience (CX) professionals worldwide are taking the opportunity to prioritize and set annual resolutions.
Though business continues to be conducted almost entirely virtually and may remain that way for the better part of 2021, the customer experience remains critically important and top of mind. Marketers should also double down on understanding their customer, leveraging data and focusing on quality end-to-end customer interactions and engagements.
We asked five CX executives what is top of mind for them in the new year.