21 Customer Experience Trends & Stats That Will Define CX in 2021

What will Customer Experience (CX) look like in 2021 and beyond?

As we don't know yet for how long we will be living in a world dominated by Covid 19; providing the best customer experience is more important than ever before.

I have compiled 21 interesting Customer Experience statistics and trends for 2021 and beyond.

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? Since Covid-19, 60% of people have higher expectations of their Digital Experience.

? 75% of U.S. consumers have tried a new store, brand, or way of shopping during the pandemic.

? More than 40% of all data analytics projects relate to an aspect of Customer Experience.

? Are you ready for Voice Search? 55% of households in the US are expected to own a Smart Speaker in 2022.

? 54% of customers have daily AI-enabled interactions with chatbots, digital assistants, facial recognition, and biometric scanners.

? Almost 50% of organizations claim they can track the financial benefits of Customer Experience projects.

? Increasing customer retention rate by 5% increases profits by 25% to 95%.

? 96% of marketers have seen improvements with Customer Engagement after personalization initiatives.

? By 2022, Voice Search for shopping needs will have turned into a $40 billion U.S. dollars industry.

? 74% of marketers said first-party data gives great insights into their customers.

? Only 33% of consumers are willing to wait up to 30 seconds before abandoning an online transaction ..., especially when accessing their bank accounts.

? By 2022, 73% of business leaders think customer service via chatbots will still be the leading use of AI in companies.

? 68% of marketers say first-party data are the easiest data investment to justify financially.

? 52.8% of people use a search assistant when driving.

? 31% of organizations have already invested in technology like AI to outpace the competition.

? Global spending on customer experience (CX) is forecast to increase from 500 billion U.S. dollars in 2019 to 640 billion by 2022.

? 54% of customers have higher expectations for customer service today compared to one year ago ... ...and it's 66% for consumers aged from 18 to 34 years old.

? 54% of U.S. consumers say customer experience at most companies ...needs improvement.

I created a video presenting these valuable Customer Experience Trends and Customer Experience Stats you need to know to help you for a successful 2021.

Do you see other Customer Experience trends taking off in 2021?