What changed in 2020? Everything and nothing. Customers still need quality products and a quality experience. That hasn’t changed. Businesses might need to find new ways to reach their customers or produce different products, but CX has always been at the root of customer retention.

And CX has never been the sole responsibility of the marketing dept., instead it’s a mindset that must be integrated holistically enterprise-wide. Also Employee Experience is so important – just as your customers are dealing with a changed world, so are your employees.

The organizations that are thriving are those that have understood that it has always been a dynamic environment, not static. Customers’ needs change. Successful businesses are the ones who aren’t “trying to get back to normal.” They’re the ones who are constantly thinking of tomorrow.

The “way things have always been done” is no longer going to work. Huge opportunities have opened up creating a void that strategic organizations can take advantage of. How can you meet your customers’ needs in 2021?