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State of B2C Customer Experience in 2021


2020 was a watershed year for businesses, upending traditional models of B2C interactions and accelerating the transformation of customer behaviour. Against this backdrop, customer experience (CX) has become the defining factor for growth. In fact, 79% of consumers say that the experience a company provides is as important as its products and services. 

Forging stronger ties with customers has never been more critical. As businesses prepare for the long haul, they must align their strategies with emerging trends in CX. Learn more about the key components of customer experience that will dominate the space in 2021 and beyond in this guide.

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