5 Major CX Trends That Shaped 2020 ...And Are Likely Here To Stay
Your Business|December 2020/January 2021
Customer experience (CX) has always been a crucial differentiator for businesses, but in 2020, it became a matter of survival.
5 Major CX Trends That Shaped 2020 ...And Are Likely Here To Stay

As businesses around the world were forced to shut their physical shops and placed under immense economic pressure, only those who could leverage technology to pivot and realign their strategies were able to survive, and in some cases, thrive.

Customer expectations have also shifted at an unprecedented rate. Even with hopes of a successful vaccine on the horizon, a few changes are here to stay.

Andrew Bourne, Region Manager, Africa, Zoho Corporation takes a look at some of the trends that have shaped customer experience in 2020, and what we can expect in the coming years:

1 Contact-less customer experience

Businesses have had to pivot to a no-touch model for the delivery of goods and services. Contact-less experiences are here to stay, and this is now evident in customer preferences. For example, as many as 73% of customers would prefer a self-checkout option at supermarkets. There has also been an increase in the use of digital signature software.

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

MORE STORIES FROM YOUR BUSINESSView all
61% of South African SMMEs Planning For Growth
Your Business

61% of South African SMMEs Planning For Growth

Mastercard SME Index

time-read
2 mins  |
August/September 2021
Your Business

Selecting A Collections Partner

Key considerations and insights...

time-read
3 mins  |
August/September 2021
Recipe For Success
Your Business

Recipe For Success

Key ingredients for a successful partnership between e-tailers and their software developers.

time-read
3 mins  |
August/September 2021
Our Success. Your Success.
Your Business

Our Success. Your Success.

The need for business training to improve bottom-line results in businesses across the country has never been greater.

time-read
6 mins  |
August/September 2021
How Small Businesses Improve Revenues In Tough Times
Your Business

How Small Businesses Improve Revenues In Tough Times

While many small businesses were able to adapt to lockdown in the short term, new challenges emerged when it came to returning to physical workplaces. Modern workforces, for example, are fragmented, while exposures, health and safety concerns frequently disrupt operations. How do we cope with these and many other related difficulties?

time-read
2 mins  |
August/September 2021
Making An Impact
Your Business

Making An Impact

Every year in August we take the time to celebrate women and reflect on the tremendous efforts they make to shape our society.

time-read
8 mins  |
August/September 2021
The Hidden Value Of Outsourced IT Resources
Your Business

The Hidden Value Of Outsourced IT Resources

The IT needs of today's businesses are constantly evolving, making outsourcing a very attractive option that can offer a number of compelling benefits for businesses, small or large.

time-read
4 mins  |
August/September 2021
Networking At Virtual Events
Your Business

Networking At Virtual Events

Just because you can't shake hands and pass around business cards, doesn't mean you can't network at a digital event.

time-read
5 mins  |
August/September 2021
7 Questions To Ask A Prospective Digital Media Partner
Your Business

7 Questions To Ask A Prospective Digital Media Partner

If you are looking to outsource your digital marketing function to an agency, here are some question to ask before signing on the dotted line.

time-read
4 mins  |
August/September 2021
Riches And Beyond
Your Business

Riches And Beyond

Empowering the next generation of entrepreneurs

time-read
6 mins  |
June/July 2021