Customer Experience (CX) Trends & Insights EMEA

It’s recognised that a lot has changed in the way we work, as well as the way people live their lives. People expect their brand experiences to be smooth, joined up and to flow effortlessly from web to app to store and across devices as they move through our digital real estate.

The world revolves around the customer more than it has ever done before. They don’t go out to the world anymore; they bring the world to them.

Customers use various devices to make sure their world keeps moving, which means a frictionless experience becomes imperative. Some of these behavioural changes will stick, some will disappear, and some may be diluted as the world moves further into the 2020s. Organisations need to be ready to adapt as the world changes around customers. Businesses need to be there to enable their lives, and to give millions of customers the feeling they are the one and only.