Study shows that post-pandemic Customer Experience is developing

Many companies – from small businesses like dry cleaners to large corporations – have been forced to change the way they communicate with and service customers. Although some measures were temporary, other practices are expected to stay since they proved valuable to both customer and provider. This was the outcome of a recent whitepaper by Dash Research  – an independent provider of B2B research, and technology solutions for the global Customer Experience market – that studied the effect of the pandemic on the customer experience (CX).

Keith Kirkpatrick – the company’s senior analyst – confirmed that the 2021 trends with the most impact demonstrated the interconnected worlds of digital engagement, physical fulfilment, and health and safety issues. Although many of these trends began during 2020, they often developed faster by economic and public health conditions that arose in 2021 – including labour shortages and supply chain issues.

Although some industries – such as travel & hospitality, retail, and healthcare – seek to go back to the ‘old normal’ at some point, for 2022 the research company expects to see greater overall investment in CX platforms and programs that support customers throughout their entire journey.