3 customer experience questions our clients are (or should be) asking themselves in 2021

2020 was the year for digital to prove its worth, and many of us are left wondering what lasting impacts the accelerated digitalization of our internal and external experience will have on our brands, our people and our customers.

June 11, 2021 | By Kalev Peekna

After spending the last year in a constant state of change, it’s time to pause, take a breath and assess where we landed. And as pressure increases to ramp back up, we are tasked with repositioning our organizations and ensuring that our reactive, often ad hoc digital experience efforts of the last year truly pay off in the long term.

Digital experience questions for 2021

We suggest asking yourself three critical questions to help recalibrate your strategies and position yourself to work both smarter and faster.

1. What did my engagement and overall performance look like?
2. Was I able to maintain a level of fluidity and consistency across the user experience?
3. How differentiated is the experience I’m providing?

These three questions provide an opportunity to uncover a great deal of value for your users. And you don’t necessarily have to blow up what you’ve got or start from scratch to realize the full potential of your digital.

It’s never been more important to challenge assumptions about what your customers need, or what seems “appropriate” for your industry and customer base.

Asking the right questions is just the start of improving your customer experience strategy. Dive into the article for more details here.