Rightpoint Report: CX Priorities in Post-Pandemic Era

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Our research finds the pandemic has shifted business priorities regarding customer experience investments. Rightpoint has identified five key predictions for the trajectory of Customer Experience as a business function and discipline. These predictions are closely connected to corresponding implications for brands. The study’s findings show that the role of customer experience is also highly dependent on the outcome of the pandemic over the next 12 months, and the continued positive momentum of the global campaign to vaccinate against COVID-19. Brands that respond to the shift in consumer sensibilities will be poised to earn their loyalty. We surveyed over 300 senior customer experience executives to better understand their current and future CX strategy priorities, starting from the beginning of 2021. The survey included customer experience leaders with a focus on marketing, technology, product strategy, design, research, or analytics. Executives shared a multitude of insights that shaped a new understanding of where experience is heading, and what this may mean for brands moving forward in the post-pandemic era. Download the Report to learn more: The growing role of CX to an organization’s vision and goals The importance of e-Commerce and Content post-pandemic Benefits of centralizing CX functions to the CXO or CCO The expectations for data and personalization within customer experience Download the Report Copyright ©2021. All rights reserved. 29 N. Upper Wacker, Fourth Floor Chicago, IL 60606

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