Top 10 experience trends in 2021

Jason S Bradshaw is the author of It’s All About CEX! The Essential Guide to Customer & Employee Experience, he has been voted two years in a row as a Global Guru on Customer Service and is the founder of Power of CEX, helping organisations grow through transforming the experiences they deliver.

Most recently Jason was the Chief Customer & Marketing Officer at Volkswagen Group Australia where the customer experience was transformed significantly and across all channels by truly decentralising the data and focusing on creating a culture of being 1% better every day, obsessed about listening and acting quickly on customer and employee feedback.

For 2021 Jason predicts the following Experience Trends

1. CX & EX (CEX) will matter more than ever as organizations seek to return to growth with leaner budgets and teams

2. Convenience will continue to grow in importance and be a strategic advantage

3. Online & offline will continue to merge but have defined roles

4. Human connection will matter more than ever as people seek to reconnect

5. Technology will be seen as an enabler instead of a distraction or a ‘must-do’

6. Experience Management as a way of doing business - organisations need to merge experiential and operational data and embed that data in to the decision making rhythm of the business

7. Personalisation will be a key battleground

8. Innovation focused on delivering value and connection

9. COVID19 can not be the excuse for poor service delivery

10. Markets will care more about relationships

Jason is on a mission to help individuals and organisations, improve and grow through a embedding experience management into the way they work.