Predictions Report

Predictions 2021: Customer Experience

October 23rd, 2020
Faith Adams, null
Faith Adams
Amit Bhatia, null
Amit Bhatia
Harley Manning, null
Harley Manning
Jennifer Wise, null
Jennifer Wise
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.

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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.