Factors organizations believe will reshape the CX worldwide 2021
As of 2021, employee enablement was considered by organizations worldwide as most important factor to improve their customer experience (CX) over the next year. However, only 30 percent of the respondents stated that they thought customer enablement will reshape and improve their customer experience in the next five years.
On the other hand, artificial intelligence (A.I.) was perceived as the most important factor for the next five years.