The most impactful CX trends that emerged in 2021 were both interrelated and interdependent, reflecting the interconnected worlds of digital engagement, physical fulfillment, and health and safety issues. While many of these trends began during 2020, they were often accelerated by various economic and public health conditions that arose in 2021, including labor shortages, supply chain issues, and an increased focus on digital/real world customer journeys.
This Dash Research white paper focuses on the CX trends that emerged in 2021, the impact those trends had on CX implementation, and the processes and strategies that are expected to continue well into 2022. The paper also focuses on the M&A and fundraising activity that occurred in 2021, as well as providing an assessment of relative customer demand and maturity of 10 CX techniques.
Key Questions Addressed:
- What are the key themes in CX that emerged in 2021?
- What CX techniques and tactics are being used to respond to those trends?
- Which CX trends and CX techniques that were in place in 2021 are likely to remain in 2022?
- What notable M&A or funding deals occurred in 2021?
- What CX techniques are being used by companies in 2021, and which ones are customers demanding?
Who Needs This White Paper?
- CX professionals
- Sales leaders
- IT application and systems managers
- Enterprise marketers
- Data managers
- Health and safety officers
- Investor community
Author Information
Keith Kirkpatrick is Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
