According to a Customer Engagement study we did last year, most companies sped up their digital strategies immediately after the initial pandemic lockdowns in their countries took hold.
In the ‘2021 CX Industry Report’ by UserTesting, it was found that despite the efforts to improve CX, many companies are still in the early stages of establishing their CX practices. Sixty percent of respondents admitted that their organization doesn’t have a formal CX strategy in place or only reacts to issues as they happen.