The Covid-19 pandemic has accelerated the need for companies to provide seamless digital experiences. Econsultancy’s 2021 Digital Trends Report highlighted that more than two-thirds of the companies with top-tier customer experience (CX) functions outpaced their sectors in the second half of 2020.

A great customer experience relies on brands aligning every interaction across every touchpoint, creating a seamless omnichannel journey. As customers expect to be able to communicate quickly and easily with brands, there is a clear opportunity for brands to rethink the way they operate, as well as organise their resources and processes to meet consumers on their chosen channel. This means putting social media at the heart of their customer experience strategy. With one 2020 survey reporting that over 80% of consumers are likely to look at a company’s social media when researching a purchase, social is now a vital part of CX.

This webinar draws on insights from Econsultancy’s new Digital Trends 2021 report research around customer experience, as well as the new Social CX and Service Best Practice Guide and other resources to explore what actions marketers can take to focus on delivering a great customer experience and tailor CX strategies to ensure success in 2021 and beyond.

The webinar will look at:

  • Exploring CX trends: how companies with top-tier CX functions have outpaced their sectors
  • Delivering seamless customer experiences: the importance of speed, consistency and personalisation
  • The increasingly important role of social CX: the opportunities and benefits of meeting consumers on their chosen management
  • How empathy is the future of experience: analysing and adapting to the customer’s emotional journey is next evolution of experience management.

This webinar will be hosted by Econsultancy’s Research Manager Rose Keen and Senior Analyst Lynette Saunders.


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