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.
In today’s post-COVID world, customer loyalty is more open than ever before. The pandemic caused consumers everywhere to try new brands, experiment with new modes and channels for shopping, and adopt new products and solutions that they might not have considered before. Both consumers and B2B buyers have been forced by circumstances to break out of their old shopping habits, and they haven’t yet fully settled into new ones.