2021 Consumer Experience Reports
We’ve sourced some of the latest 2021 Consumer Experience and Online User Experience reports from KPMG, Deloittes, Meta (aka Facebook), Hubspot and Sales Force to assist you while you prepare and plan out your brands’ online customer service presence for 2022!
What customers want in 2022!
KPMG
Customer Experience Excellence Report 2021
With customer experience becoming ever more complicated with multiple moving parts, the pandemic has forced many companies to reflect on how these moving parts can be better orchestrated to work more effectively and cohesively together to deliver holistic customer experiences.
How can we assess and improve customer experience? Where should we prioritise our investments?
The Six Pillars of Customer Experience Excellence have consistently been shown to be the essential characteristics of world class experiences and are the prerequisites for customer economics and commercial success. With customers expecting more from organisations than before, organisations need to strive for excellence in all six pillars. We believe this trend will place increased pressure on organisations to identify where best to focus their investment and what initiatives to prioritise to improve customer experience.
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Deloittes
2021 Retail Industry Outlook
Executives identified four priority areas where the rules will likely be rewritten and key investments will take place:
- Digital investment should go beyond differentiation
- Supply chains, inventory management, and digital user experience can no longer operate in separate silos
- Health and safety will remain a top priority as it continues to shape consumer behavior
- Cost realignment will need to be coupled with fresh viewpoints on how to address profitability
The specific actions required to meet these strategic goals are different for each company, but the bifurcation of the retail market will likely only define where a retailer has to act first. Given that much depends on the pace of the pandemic and a still-tenuous economic recovery, we offer suggestions on how retailers can navigate the new rules of retail to maximize their investments in 2021.
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Deloittes
Tech Trends 2021
This year’s Tech Trends report discusses the opportunities, strategies, and technologies that will drive new plans during the next 18 to 24 months and beyond:
- For enterprise technology, we spotlight the importance of aligning corporate and technology strategy; we revisit the critical core and how digital non-natives are using cloud, low-code, and platform-first strategies to juice legacy assets; and we take a deep dive into supply chain transformation.
- For data, we investigate how leading organizations are industrializing their AI initiatives with “MLOps” and, consequently, developing new approaches to managing data for machine, rather than human, consumption. We also discuss emerging trends in cybersecurity.
- For human and machine interaction, we look at emerging trends in the future of the workplace, digital experiences, and technology that supports diversity, equity, and inclusion.
Taken together, these trends suggest that there is a more hopeful dimension to the turbulent events of this past year.
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Our Chat2 Stats
Where a sale is made or contact details obtained.
Providing SEO ranking benefits for your website.
Average response time to connect to website visitors.
Meta
The New Era of Shopping is Hybrid
Today’s consumers see no difference between online and offline channels—it’s all just shopping. And they want the best of both these worlds, wherever they are. Say goodbye to the old concept of omnichannel shopping. We are now entering a new era of hybrid shopping.
As the pandemic recedes, a new hybrid world of retail is emerging where the already blurred lines between physical and digital become even less distinct and shopping becomes a more interconnected experience. This has given rise to a new “no compromise” consumer mindset in which people demand the best of online and offline in every commerce interaction. Growing expectations for the interconnectivity of these channels presents a new challenge to retailers to find ways of offering the convenience and immediacy of online within brick-and-mortar environments.
In this report, we uncover how retail is being reimagined to adapt to consumers’ desires for more fluidity in how they buy. Critical to this evolution will be the integration of digital in offline spaces, whether that’s with technology that makes in-store shopping more efficient, eliminates some of the friction associated with shopping offline or provides an opportunity to empower and excite shoppers.
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HubSpot
Not Another State of Marketing Report
In 2021, marketing strategy is changing. The number one way that companies are approaching marketing is social media, suggesting that personalized marketing and conversational marketing is the preferred approach.
HubSpot asked 1,500+ marketers around the world about their marketing strategies and plans for 2021, and it’s clear that marketing, sales, and customer service priorities have shifted for the future.
They are excited to grow together as we adapt to rapidly changing consumer needs and help guide your marketing strategy in this monumental year. We hope you can use these benchmarks to guide your marketing efforts in 2021 and tackle your biggest challenges.
2021 is the year of growing brand authenticity and optimizing for the customer or prospect experience, building relationships rather than prioritizing sales or traditional marketing campaigns.
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SalesForce
Small and Medium Business Trends Report
SMBs are pushing forward after more than a year of change. Owners and leaders have guided their businesses through an ongoing health crisis, large-scale social change, and a volatile economy. While many businesses suffered in the pandemic, others seized entrepreneurial opportunities. As we see in this year’s report, many SMB leaders have successfully adjusted — and even flourished.
In the fifth edition of the “Small and Medium Business Trends” report, we share a snapshot of SMB leaders’ current perceptions and insights and how these have changed.
The fifth edition of the “Small and Medium Business Trends” report, analyzes the responses of more than 2,500 SMB owners and leaders around the world to determine:
- How support from local communities has affected SMBs
- What SMBs are doing to deepen trust with customers and employees
- How technology helps SMBs grow
- What has changed for SMBs over the past year and how that impacts their future
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in Live Chats in the Consumer Products & Services industry compared to pre-COVID.
Comparing January-March 2020 to April-August 2020. Source Comm100 2020 Live Chat Benchmark Report Covid-19 Edition
Resources Links:
Deloittes:
Retail Outlook report 2021- https://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-2021-retail-industry-outlook.pdf
With our unique, innovative live chat software and our team of online engagement agents 24/7, you will have the power to maximise your sales, leads, bookings, conversions & attract more enquiries.
