Martech Predictions Series 2021: Top CX Trends and Changes You Should Expect in 2021

Evolving consumer behavior and expectations, particularly among Millennial and Generation Z consumers, have pushed customer service to move beyond omnichannel to truly differentiate and compete on customer experience. With continued restrictions in many parts of the world due to the COVID-19 pandemic, typical consumer behavior has also been disrupted, with businesses adjusting to support customers in new ways. With these forces in place, I see several trends that will shape CX for years to come. Embeddable Experiences…