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Customer Experience Predictions 2021: Trust And Zero UI

December 9, 2020


Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021. Join CX advisor Tristan Back for this interview of CX research director David Truog about Forrester’s CX predictions for 2021.

Key takeaways:

  • Plan for consumers flocking to trusted brands for in-person experiences.
  • Extend diversity and inclusion efforts to CX — not just EX — to do well by doing good.
  • Become one of the leaders in essential CX competencies to accelerate improvement.

Target audience level: all levels

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