Predictions Report

Predictions 2021: Customer Experience

October 23rd, 2020
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Faith Adams, null
Faith Adams
Amit Bhatia, null
Amit Bhatia
Harley Manning, null
Harley Manning
Jennifer Wise, null
Jennifer Wise
With contributor:
Amelia Nickels

Summary

In 2021, consumers will flock to trusted brands for in-person experiences. “Zero UI” will skyrocket, but companies will find it’s harder to implement than it looks. Shortsighted diversity and inclusion efforts will be focused on employees only — but the best will extend to customer experience (CX), too. In this report, we explore Forrester’s predictions for CX in 2021.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($795).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.