Reimagining digital customer experience and brand engagement - Raconteur

As companies strive toward a frictionless digital experience, they must find ways to improve customer loyalty and trust. How will digital customer experience evolve in the coming year? The pandemic-induced explosion of ecommerce and the acceleration of digital transformation means that most companies will re-examine and revamp their customer experience strategies and capabilities in the coming year. With customer loyalty increasingly difficult to gain and sustain, pioneering, data-powered technologies will improve the seamlessness of these digital experiences and deliver better brand engagement. A dozen leaders in the customer experience (CX) space spanning a range of industries – including healthcare, travel, insurance, and banking – met to discuss challenges and solutions, and debate the direction of travel in the coming year.