Key trends, tips, and tools in times of change.

Traditional approaches to customer experience have tended to focus on behavioral differences between generations—Millennial or Gen Z versus Boomer. Not anymore. With the impact of the pandemic, CX behaviors—and the challenges they bring – now transcend generations. Today, most consumers are digital natives.

Four key trends have emerged as the drivers of change in how companies deliver quality, frictionless customer experiences.

This eBook explores these trends:

• More customers are starting their journeys with digital interactions
• Customers expect instant gratification
• The experience is more than the sum of its parts
• Agent experience now mirrors customer experience