5 Major CX Trends That Shaped 2020 ...And Are Likely Here To Stay

Customer experience (CX) has always been a crucial differentiator for businesses, but in 2020, it became a matter of survival.

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.