Predictions 2021: Customer Experience

October 23rd, 2020
With contributor:
Amelia Nickels


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?

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.

Amelia Nickels