Current Customer Experience Trends Related Articles The Digital Customer Experience Is Changing. Is Your Brand on Board? 5 Customer Experience Trends for 2022 6 Retail Customer Experience Trends for 2023 Customer Experience Trends to Watch in 2023 © Андрей Яланский - Adobe Stock - 392696791 123 Filed under - Guest Blogs, 8x8 Tricia Morris of 8×8 shares insights about the latest customer experience trends. One of the most hyped decades for business innovation is now well in flight. Whether you consider its start a setback or a boost, there’s no doubt that recent events have accelerated technology trends and the need for digital transformation to the point where last year’s existing gaps are this year’s daunting divides. Gartner predicts that through 2024, businesses will need to accelerate their digital transformation plans by at least five years just to survive. But as we know in this age of across-the-board digital disruption, new leaders can be made at any time with the correct pivot and focus. According to Innosight research, half of the companies now on the S&P 500 will be replaced over the next 10 years. The Role of Customer Experience Customer experience (CX) plays a huge part in digital disruption. Think Amazon with its almost unbeatable convenience – or Domino’s Pizza, whose stock soared from $3 a share in 2008 to more than $370 by focusing on the voice of the customer. In 2021 and beyond, brands are banking on the best balance of technology and humanity, as customers have mastered engaging from a distance and now businesses must too. Self-service, video and SMS use are skyrocketing. And organizations that rushed in 2020 to incorporate disparate forms of these technologies must now get their long-term digital house in order in a way that breaks down silos between corporate employees, contact centre agents, and the customer. The result: a better experience for all. Technology Trends Accelerate The lines between employee experience and customer experience are blurring. Trends around virtual engagement, actionable analytics, AI, and platform use as a jump start in bringing people, process and technology together are accelerating. Making remote work work was so last year…. Recent events have taught us that we need to be able to move fast, be agile, and be prepared for any situation – to operate from anywhere. Now it’s time to focus on doing that better than anyone else. This blog post has been re-published by kind permission of 8x8 – View the Original Article For more information about 8x8 - visit the 8x8 Website About 8x8 8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: 8x8 Published On: 9th Mar 2021 Read more about - Guest Blogs, 8x8 Recommended Articles The Digital Customer Experience Is Changing. Is Your Brand on Board? 5 Customer Experience Trends for 2022 6 Retail Customer Experience Trends for 2023 Customer Experience Trends to Watch in 2023 Related Reports Guide: Contact Center Buyer's Guide Report: 2030 Customer Experience Vision eBook: Embracing eXperience Communications as a Service (XCaaS) eBook: The Real Costs of Doing Nothing Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter