2021 Customer Experience Trends

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2021 Customer Experience Trends
by Anastasiia Dyshkant

2021 Customer Experience Trends


It’s almost the end of 2020, and it’s high time to be prepared for the 2021 year with new CRM tactics and trends. Today we decided to take a closer look at customer experience trends in 2021, as it is essential for running a successful business.


According to statistics, 59% of consumers care MORE about customer experience when deciding what company to support or buy from. 38% watch the same as they did pre-COVID.


In other words, customer experience will define success and dictate purchasing in 2021.



What is the customer experience?


customer experience trends


Customer experience is the perception of your clients of how your company serves them. Such values influence their behavior and create memories and emotions to drive their loyalty. 


In other words, they can do business with you for a long time and recommend you to others if they like you and continue to like you.


So it’s easy to see why concentrating on CX is crucial to so many businesses. For a company that mistreats you, no one wants to do business. 


And how you feel has a significant effect on your potential buying decisions after an encounter with a customer service center. You are happy and pleased with good interaction, while a negative interaction could lead you to avoid doing business with that company again.



2021 Customer experience trends


Contactless and Self-Service 

customer experience trends


The contactless experience was considered innovative in the US just 3 years ago when the face recognition boarding experiences were designed. Today, the DMV provides temperature sensors for self-service, and the restaurant industry unexpectedly finds out that there are QR codes to get menus on the phones of diners.


Oracle and Skift conducted a detailed report this summer about post-Covid market travel preferences. They discovered that if the facility provides contactless payment, 35% of customers would be more comfortable staying at a hotel. This role was rated above temperature consumption, smartphone keys, and kiosk self-service check-in. That implies they need to be contactless when we build future contactless experiences.


Although you say you are contactless, customers know when you are “almost there.” The payment by self-service card that asks me to sign at the end of the operation on the monitor with my finger is not a contactless solution. 


To design “true” contactless payment experiences, brands need to do the hard work and build all the integrations required. 73% of hotel managers believe that self-service will be increasingly crucial for guests’ experience. The customer service issue for 2021 is whether they will invest in it. 




customer experience trends

While the estimates for 2020 year are not realistic, by 2025, telehealth will take up about 25 % of healthcare. This is ample industry growth that costs America 18% of GDP to pay attention to.


According to doctor.com, 60% of patients want to make an appointment online, and the number one aspect that drives patient loyalty is quality customer service. The work required to generate a seamless patient experience comes with greater adoption. And the need to develop an outcome-based model that works.


Like retail, Healthcare must invest in the design and execution of patient experience that enables a journey to begin seamlessly in the digital channel and transition to the physical. In 2021, further investments will be made inpatient experience that will extend the human-centered design to both patient and physician experience.



Relationships over transactions



As a brand, the 2021 consumer pays attention to you. They are trying to see how empathic you are. Today, luxury hotel and spa visitors are telling staff how their boss has treated them. 


On the human scale, you are being measured more than ever before. As a consequence, how you do your business is judged on your value proposition.


That’s why in 2021, an investment in corporate culture makes sense. If you have a corporate culture not followed by others, rethink it. Determine whether the inability to practice culture is because it is no longer relevant. Or if it is because you have not made the appropriate investment in the field to operationalize your belief system. 


71% of clients believe companies that have demonstrated more concern and empathy this year have earned more loyalty over time, according to Salesforce research.



Multi-channel servicing 



Companies interact with their customers across multiple channels, which can be through forms on their website, live chat, social media, and more.


However, while consumers from different networks can be optimistic and embrace different service levels, they also expect contact to remain consistent. 


You can get the same experience if you visit an IKEA store in the world. IKEA is heavily involved in customer service. They have opened more stores this year alone, invested in their home delivery network, and launched a brand new app – all for the good of their customers.


And it’s this level of execution and result that drives more companies to invest in the omnichannel experience.



Mobile customer experience

customer experience trends


Mobile customer support is supposed to soar when it comes to delivering a good experience through various platforms. The explanation is simple: a bad mobile experience will significantly harm your brand. 


For instance, 57% of consumers would not recommend a company with a poorly designed mobile website. And if a website isn’t mobile-friendly, 50% of clients, even if they like the business, will avoid visiting it.


According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline.


So it comes as no surprise that 84% of businesses that claim to be customer-centric are now focused on mobile customer service. However, they have been slow to respond to this trend for companies that are not, particularly when it comes to customer support. An overwhelming 90% of customers report having a poor experience searching for customer support on mobile devices.



Chatbots and automation

customer experience trends


Chatbots offer quicker responses to their questions when consumers need to reach out, thus reducing overhead for frontline agents at the same time. Modern chatbots can all on their own, triage problems, route clients, and even answer routine questions. 


The business effect is impressive: businesses using chatbots are 60% more likely to report a definite improvement in resolution times and 30% more likely to report customer satisfaction.


Customers today will settle for nothing short of fast, personal responses, and support teams can give them a self-service experience that provides them with chatbots. 38% of customer questions are answered immediately, saving more than 800 hours to date for their team and more than 1,000 hours for their customers.



Final Notes


So, clients will look at how emphatic you are in 2021. On a human scale, more than ever before, they would evaluate you. As a result, your value proposition is judged by clients for how you do your business.


We hope our 2021 customer experience trends were useful for you. Use CRM to improve your customer experience. It’ll definitely work for you.