It's that time of year again, when we turn to the experts for their predictions about what will occur in the next 12 months.

So, what will be the focus for customer experience in 2021? Let's find out...

And if you want to hear more on 2021 trends, join us on January 26th at 3pm GMT as Econsultancy founder Ashley Friedlein will reveal his digital and marketing trends for the year. Register here.

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