[{"data":1,"prerenderedAt":75},["ShallowReactive",2],{"i-material-symbols:language":3,"i-material-symbols:person":8,"i-mdi:instagram":10,"i-mdi:youtube":12,"i-ri:linkedin-fill":14,"i-ri:twitter-x-line":16,"i-ri:facebook-fill":18,"post-customer-experience-trends":20,"i-material-symbols:person-outline":69,"i-material-symbols:calendar-month":71,"i-mdi:schedule":73},{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":7},0,24,false,"\u003Cpath fill=\"currentColor\" d=\"M8.125 21.213q-1.825-.788-3.187-2.15t-2.15-3.188T2 11.988t.788-3.875t2.15-3.175t3.187-2.15T12.013 2t3.875.788t3.175 2.15t2.15 3.175t.787 3.875t-.787 3.887t-2.15 3.188t-3.175 2.15t-3.875.787t-3.888-.787M12 19.95q.65-.9 1.125-1.875T13.9 16h-3.8q.3 1.1.775 2.075T12 19.95m-2.6-.4q-.45-.825-.787-1.713T8.05 16H5.1q.725 1.25 1.813 2.175T9.4 19.55m5.2 0q1.4-.45 2.488-1.375T18.9 16h-2.95q-.225.95-.562 1.838T14.6 19.55M4.25 14h3.4q-.075-.5-.112-.987T7.5 12t.038-1.012T7.65 10h-3.4q-.125.5-.187.988T4 12t.063 1.013t.187.987m5.4 0h4.7q.075-.5.113-.987T14.5 12t-.038-1.012T14.35 10h-4.7q-.075.5-.112.988T9.5 12t.038 1.013t.112.987m6.7 0h3.4q.125-.5.188-.987T20 12t-.062-1.012T19.75 10h-3.4q.075.5.113.988T16.5 12t-.038 1.013t-.112.987m-.4-6h2.95q-.725-1.25-1.812-2.175T14.6 4.45q.45.825.788 1.713T15.95 8M10.1 8h3.8q-.3-1.1-.775-2.075T12 4.05q-.65.9-1.125 1.875T10.1 8m-5 0h2.95q.225-.95.563-1.838T9.4 4.45Q8 4.9 6.912 5.825T5.1 8\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":9},"\u003Cpath fill=\"currentColor\" d=\"M9.175 10.825Q8 9.65 8 8t1.175-2.825T12 4t2.825 1.175T16 8t-1.175 2.825T12 12t-2.825-1.175M4 20v-2.8q0-.85.438-1.562T5.6 14.55q1.55-.775 3.15-1.162T12 13t3.25.388t3.15 1.162q.725.375 1.163 1.088T20 17.2V20z\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":11},"\u003Cpath fill=\"currentColor\" d=\"M7.8 2h8.4C19.4 2 22 4.6 22 7.8v8.4a5.8 5.8 0 0 1-5.8 5.8H7.8C4.6 22 2 19.4 2 16.2V7.8A5.8 5.8 0 0 1 7.8 2m-.2 2A3.6 3.6 0 0 0 4 7.6v8.8C4 18.39 5.61 20 7.6 20h8.8a3.6 3.6 0 0 0 3.6-3.6V7.6C20 5.61 18.39 4 16.4 4zm9.65 1.5a1.25 1.25 0 0 1 1.25 1.25A1.25 1.25 0 0 1 17.25 8A1.25 1.25 0 0 1 16 6.75a1.25 1.25 0 0 1 1.25-1.25M12 7a5 5 0 0 1 5 5a5 5 0 0 1-5 5a5 5 0 0 1-5-5a5 5 0 0 1 5-5m0 2a3 3 0 0 0-3 3a3 3 0 0 0 3 3a3 3 0 0 0 3-3a3 3 0 0 0-3-3\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":13},"\u003Cpath fill=\"currentColor\" d=\"m10 15l5.19-3L10 9zm11.56-7.83c.13.47.22 1.1.28 1.9c.07.8.1 1.49.1 2.09L22 12c0 2.19-.16 3.8-.44 4.83c-.25.9-.83 1.48-1.73 1.73c-.47.13-1.33.22-2.65.28c-1.3.07-2.49.1-3.59.1L12 19c-4.19 0-6.8-.16-7.83-.44c-.9-.25-1.48-.83-1.73-1.73c-.13-.47-.22-1.1-.28-1.9c-.07-.8-.1-1.49-.1-2.09L2 12c0-2.19.16-3.8.44-4.83c.25-.9.83-1.48 1.73-1.73c.47-.13 1.33-.22 2.65-.28c1.3-.07 2.49-.1 3.59-.1L12 5c4.19 0 6.8.16 7.83.44c.9.25 1.48.83 1.73 1.73\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":15},"\u003Cpath fill=\"currentColor\" d=\"M6.94 5a2 2 0 1 1-4-.002a2 2 0 0 1 4 .002M7 8.48H3V21h4zm6.32 0H9.34V21h3.94v-6.57c0-3.66 4.77-4 4.77 0V21H22v-7.93c0-6.17-7.06-5.94-8.72-2.91z\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":17},"\u003Cpath fill=\"currentColor\" d=\"M10.488 14.651L15.25 21h7l-7.858-10.478L20.93 3h-2.65l-5.117 5.886L8.75 3h-7l7.51 10.015L2.32 21h2.65zM16.25 19L5.75 5h2l10.5 14z\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":19},"\u003Cpath fill=\"currentColor\" d=\"M14 13.5h2.5l1-4H14v-2c0-1.03 0-2 2-2h1.5V2.14c-.326-.043-1.557-.14-2.857-.14C11.928 2 10 3.657 10 6.7v2.8H7v4h3V22h4z\"\u002F>",{"postType":21,"id":22,"author":23,"date":26,"modified":27,"title":28,"slug":29,"seoTitle":30,"seoDescription":31,"excerpt":32,"trimmedExcerpt":33,"content":34,"readingTime":35,"featuredImage":36,"postCategory":42,"relatedPosts":47},"post",45329,{"id":24,"name":25},"author-0301142015","Canto","2021-02-20T02:00:08","2025-12-18T12:04:26","Dynamic customer experience trends to look out for in 2021","customer-experience-trends","Customer experience trends to look out for in 2021","Though trends are hard to predict, there are some steps to make sure you don’t miss them completely. Here are the top customer experience trends of 2021.","Trends are a tough subject to pin down, especially when it comes to customer experience (CX) trends. A lot of what goes into finding the latest trend involves research, though a lot is simply instinct. For this reason, it makes sense to keep an eye on emerging trends, just in case something changes or grows […]","Trends are a tough subject to pin down, especially when it comes to customer experience (CX) trends. A lot of...","\u003Cp class=\"wp-block-paragraph\">Trends are a tough subject to pin down, especially when it comes to customer experience (CX) trends. A lot of what goes into finding the latest trend involves research, though a lot is simply instinct.\u003C\u002Fp>\u003Cp class=\"wp-block-paragraph\">For this reason, it makes sense to keep an eye on emerging trends, just in case something changes or grows and you need to swing into action.\u003C\u002Fp>\u003Cp class=\"wp-block-paragraph\">Here are some dynamic CX trends that are looking particularly probable to develop into something bigger.\u003C\u002Fp>\u003Ch2 class=\"wp-block-heading\" id=\"toc-1--ai-is-just-not-going-away-period\">AI is just not going away. Period.\u003C\u002Fh2>\u003Cp class=\"wp-block-paragraph\">For every person who claims they’re frustrated with AI and chatbots or that you just can’t replace human interaction, there are plenty more who say the opposite. Customer satisfaction statistics prove so as well. Most users are happy with the way AI is serving them and bettering their customer experience, and it shows with their continued loyalty to tech-driven brands.\u003C\u002Fp>\u003Cfigure class=\"wp-block-image aligncenter wp-image-45333\">\u003Cimg loading=\"lazy\" decoding=\"async\" width=\"740\" height=\"704\" src=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends.jpg\" alt=\"A chatbot on a laptop.\" class=\"wp-image-45333\" srcset=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends.jpg 740w, \u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-450x428.jpg 450w\" \u002F>\u003Cfigcaption class=\"wp-element-caption\">Artificial intelligence is here to stay.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp class=\"wp-block-paragraph\">Artificial intelligence is not only sticking around, it’s going to get better and better. This is good news for anyone wishing for human interaction in online experiences. The AI will likely interact just as well as any human customer service agent could, and similarly be more efficient in handling problems and answering questions. Prepare for this eventuality by focusing at least some of your CX efforts towards improving the overall AI elements.\u003C\u002Fp>\u003Cp class=\"wp-block-paragraph\">Lastly, don’t discount customers who might feel slighted by the over-introduction of AI despite the fact they spoke out against it in surveys. Let them know their voices were heard in other unique ways that usher them into this new technological error.\u003C\u002Fp>\u003Ch2 class=\"wp-block-heading\" id=\"toc-2--smartphones-are-no-longer-a-transaction-catalyst-they-re-now-the-main-attraction-in-most-sales\">Smartphones are no longer a transaction catalyst – They’re now the main attraction in most sales\u003C\u002Fh2>\u003Cp class=\"wp-block-paragraph\">When it comes to digital technology, smartphones have once again represented a new shift in the industry. It used to be that customers would begin a transaction with a smartphone but ultimately finish it elsewhere, such as in person or on a computer. This allowed teams to avoid catering to mobile devices. However, since this is no longer the case (transactions often end on the smartphone now), companies are changing their entire process.\u003C\u002Fp>\u003Cfigure class=\"wp-block-image aligncenter wp-image-45336\">\u003Cimg loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"262\" src=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-2.jpg\" alt=\"A group of hands holding smartphones.\" class=\"wp-image-45336\" srcset=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-2.jpg 800w, \u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-2-450x147.jpg 450w, \u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-2-768x252.jpg 768w\" \u002F>\u003Cfigcaption class=\"wp-element-caption\">Smartphones are changing the customer experience.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp class=\"wp-block-paragraph\">Nowadays, a smartphone transaction is completed from beginning to end, at least a lot of the time. This means that a customer experience will be affected by the ways in which a company handles transactions for mobile devices, and more importantly, smartphones. Smartphones are well-known as a very personalized device, which brings us to the next 2021 trend: personalization.\u003C\u002Fp>\u003Ch2 class=\"wp-block-heading\" id=\"toc-3--personalization-is-a-requirement\">Personalization is a requirement\u003C\u002Fh2>\u003Cp class=\"wp-block-paragraph\">A lot of different issues fall under the broad category of personalization when it comes to customer experience. Today, customers have extremely high expectations concerning how personalized their interactions are with companies. In fact, most assume that a business does (or at least, will) understand their specific needs.\u003C\u002Fp>\u003Cfigure class=\"wp-block-image aligncenter wp-image-45339\">\u003Cimg loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"474\" src=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-3.jpg\" alt=\"A blue group of letters that spell 'personalization'.\" class=\"wp-image-45339\" srcset=\"\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-3.jpg 800w, \u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-3-450x267.jpg 450w, \u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191723\u002Fcustomer-experience-trends-3-768x455.jpg 768w\" \u002F>\u003Cfigcaption class=\"wp-element-caption\">Customers now expect personalized processes.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp class=\"wp-block-paragraph\">Luckily, the growing amounts of data available allows companies to meet these expectations and deliver a personalized customer experience. This should continue to improve as well considering the expected \u003Ca href=\"\u002Fblog\u002Fdigital-data-storage\u002F\">digital data storage\u003C\u002Fa> growth in the near future. Especially when you consider how many transactions and sales are digitally tracked and logged, customers just assume you know what they want. Use whatever technological tools available to ensure you meet these expectations.\u003C\u002Fp>\u003Cp class=\"wp-block-paragraph\">The chances of you accurately predicting whether a trend is going to diminish or further itself in the coming year is slim. However, if you do enough research and prepare, you can be ready for the customer experience trends that do stick.\u003C\u002Fp>\u003Cp class=\"wp-block-paragraph\">As we continue to experience new and exciting trends of 2021, don’t forget the ways in which things have changed in the past and will change again. The most important thing for you to do is remain focused on building good customer experiences.\u003C\u002Fp>",3,{"url":37,"url_md":38,"alt":39,"height":40,"width":41},"https:\u002F\u002Fwww.canto.com\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191722\u002Fcustomer-experience-trends-25.jpg","https:\u002F\u002Fwww.canto.com\u002Fcdn\u002Fen\u002F2020\u002F05\u002F19191722\u002Fcustomer-experience-trends-25-450x266.jpg","Five yellow stars.",472,800,[43],{"id":44,"slug":44,"title":45,"path":46},"industry-insights","Industry insights","\u002Fpost-category\u002Findustry-insights\u002F",[48,55,62],{"featuredImage":49,"postId":50,"slug":51,"title":52,"description":53,"path":54},"https:\u002F\u002Fwww.canto.com\u002Fcdn\u002Fen\u002F2020\u002F04\u002F19192029\u002Fhow-to-rank-youtube-videos-450x383.jpg",43775,"how-to-rank-youtube-videos","The quintessential guide for how to rank YouTube videos","If you’re not sure how to rank YouTube videos, chances are there are a few minor adjustments that will help. Learn more here.","\u002Fblog\u002Fhow-to-rank-youtube-videos\u002F",{"featuredImage":56,"postId":57,"slug":58,"title":59,"description":60,"path":61},"https:\u002F\u002Fwww.canto.com\u002Fcdn\u002Fen\u002F2019\u002F02\u002F19195637\u002FCarin-Canto-hrz-crop-1600w-450x204.jpg",22044,"spotlight-story-branding-hospitality-working-remotely","Spotlight story on branding, hospitality and working remotely","Here Carin shares her inspiring journey of building hospitality brands and reveals personal experiences of working remotely.","\u002Fblog\u002Fspotlight-story-branding-hospitality-working-remotely\u002F",{"featuredImage":63,"postId":64,"slug":65,"title":66,"description":67,"path":68},"https:\u002F\u002Fwww.canto.com\u002Fcdn\u002Fen\u002F2020\u002F07\u002F19191534\u002FLester_053120_1727-450x337.jpg",46416,"creative-spotlight-finding-inspiration-in-daily-life-with-photographer-matt-lester","Creative Spotlight: Finding inspiration in daily life with Photographer Matt Lester","Matt Lester is a photographer for higher education institutions across the country. He shares insights into his exciting job in this interview.","\u002Fblog\u002Fcreative-spotlight-finding-inspiration-in-daily-life-with-photographer-matt-lester\u002F",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":70},"\u003Cpath fill=\"currentColor\" d=\"M9.175 10.825Q8 9.65 8 8t1.175-2.825T12 4t2.825 1.175T16 8t-1.175 2.825T12 12t-2.825-1.175M4 20v-2.8q0-.85.438-1.562T5.6 14.55q1.55-.775 3.15-1.162T12 13t3.25.388t3.15 1.162q.725.375 1.163 1.088T20 17.2V20zm2-2h12v-.8q0-.275-.137-.5t-.363-.35q-1.35-.675-2.725-1.012T12 15t-2.775.338T6.5 16.35q-.225.125-.363.35T6 17.2zm7.413-8.587Q14 8.825 14 8t-.587-1.412T12 6t-1.412.588T10 8t.588 1.413T12 10t1.413-.587M12 18\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":72},"\u003Cpath fill=\"currentColor\" d=\"M12 14q-.425 0-.712-.288T11 13t.288-.712T12 12t.713.288T13 13t-.288.713T12 14m-4.712-.288Q7 13.426 7 13t.288-.712T8 12t.713.288T9 13t-.288.713T8 14t-.712-.288M16 14q-.425 0-.712-.288T15 13t.288-.712T16 12t.713.288T17 13t-.288.713T16 14m-4 4q-.425 0-.712-.288T11 17t.288-.712T12 16t.713.288T13 17t-.288.713T12 18m-4.712-.288Q7 17.426 7 17t.288-.712T8 16t.713.288T9 17t-.288.713T8 18t-.712-.288M16 18q-.425 0-.712-.288T15 17t.288-.712T16 16t.713.288T17 17t-.288.713T16 18M5 22q-.825 0-1.412-.587T3 20V6q0-.825.588-1.412T5 4h1V2h2v2h8V2h2v2h1q.825 0 1.413.588T21 6v14q0 .825-.587 1.413T19 22zm0-2h14V10H5z\"\u002F>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":74},"\u003Cpath fill=\"currentColor\" d=\"M12 20a8 8 0 0 0 8-8a8 8 0 0 0-8-8a8 8 0 0 0-8 8a8 8 0 0 0 8 8m0-18a10 10 0 0 1 10 10a10 10 0 0 1-10 10C6.47 22 2 17.5 2 12A10 10 0 0 1 12 2m.5 5v5.25l4.5 2.67l-.75 1.23L11 13V7z\"\u002F>",1787461311826]