In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned just how much technology can shape customer experiences and how important it is to use it correctly to make purchase journeys frictionless. The author identifies five key trends companies can jump on this year to future-proof their customer experience strategies.

To grow in this post-pandemic era, businesses need to meet the new digital experience standards set by their customers. Accessibility and efficiency are crucial to making customers feel valued and remain loyal. To read the rest of Shin’s five customer experience trends and how to capitalize on them, click here.