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Customer service trends and predictions for 2021

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In this report, we examine some of the issues and trends that will be significant for the customer experience environment in 2021 and highlight priorities that organisations need to consider.

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There is no doubt that 2021 looks set to be one of the most unpredictable years of recent times. A deeply uncertain economic outlook, continuing uncertainty over the economic consequences of Brexit and the evolving Covid-19 crisis are all likely to influence customer needs and behaviours and condition how organisations respond. The Institute examines some of the issues and trends that will be significant for the customer experience environment in 2021 and highlights priorities that organisations need to consider.

As always, please give us your feedback and let us know about the vital issues and challenges shaping your service strategy.

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