The New Normal is Digital: Customer Experience Trends, Challenges & Innovations

Since the beginning of 2020, the retail landscape has seen many changes, most notably the accelerated digital adoption of consumers spurred by unforeseen circumstances: a global pandemic. Now, with the onset of the new normal, there’s a new digitally-driven expectation for customer experience.  With 82% of consumers feeling more comfortable using digital channels, retailers will need to once again change their strategies.   

Thankfully, the latest market study by Customer Contact Week (CCW), Customer Experience Trends, Challenges & Innovations, has gathered data directly from consumers to help you develop the best digitally-driven customer-centric strategy for your company. In it, you’ll find: