THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 207: Forrester’s CX Predictions for 2021, CX Tech Saves the Day and Why Empathy is Good for Business

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, EMPATHY, QUICKBITE

Forrester’s CX Predictions for 2021 (1min)
A quick look at some of the key customer experience take outs from Forrester’s ‘Predictions 2021’ research. Notably, the flow-on effects of the pandemic will continue to have significant impacts on the CX profession in 2021, and there’s some good news regarding a positive, longer term trend Forrester has observed in companies CX efforts.

Digital Transformation: CX Tech Saves the Day (3min)
An interesting interview from CMO on how a customer-first mindset, backed by some serious investment into CX tech, has transformed one of Victoria’s largest public library networks, helping them serve and support over 130,000 members through successive lockdowns.

Why Empathy is Good for Business (4min)
Don’t just take it from us – the World Economic Forum, no less, explains why empathy is good for business and how leaders and managers can build more empathetic work environments to reduce stress, improve collaboration and ultimately boost business performance.