The 2021 State of Digital Customer Experience Report

In 2020, COVID-19 restrictions forced consumers and businesses to go digital immediately, but most companies were not ready. As a result, contact centers were flooded with unprecedented call volume for routine requests.

Given the long wait times, it’s no surprise that 64% of consumers reported that they were unable to get help or solve their problems through customer service. At the same time, customers are already omnichannel-ready and prefer digital self-service. Which of these changes are here to stay? What does this mean for your business’s digital CX?

Download the report to unlock the complete insights from 1000+ national consumers on how their digital behaviors and habits have changed as a result of the COVID-19 pandemic.