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Most important customer trends in 2021

Companies must find innovative ways this year to meet the needs of consumers and their rapidly changing expectations. Customer engagement speaker and author Steven Van Belleghem shares his top picks of customer experience trends to be aware of this year

Economic analysis

When we look back on the past 12 months or so, it’s clear that the global pandemic has had a huge impact on the way we work, our behaviour as customers and the way businesses and channels are organised. But the reality is that many of the key trends aren’t just pandemic-native – they have simply been accelerated greatly or brought into the spotlight.