Press Release
SAN FRANCISCO, Calif – March 24, 2021 – UserTesting, a leading provider of on-demand human insights, today released new data identifying how the pandemic has put customer experience (CX) and empathy center stage. Findings show that businesses are in one of two categories, those doubling down on CX and those scaling back on it, and that customer feedback collection is on the rise, with 72 percent of organizations stating that they plan to increase their investments in 2021.
The vast majority, 71 percent, noted that they’re either in-process or have completed their digital transformation. This is a sharp increase from 2019 survey results, in which only 56 percent said they were that far along in their journey. This indicates that the pandemic has helped to motivate teams to dedicate more time and resources to digital transformation to improve overall CX.
The 2021 CX Industry Report uncovered three key trends influencing customer experience today:
“We have been through a year unlike any other where organizations have had to adapt to changing customer needs. The past year has shown that organizations must prioritize customer understanding and empathy to build long term customer loyalty,” said Janelle Estes, Chief Insights Officer at UserTesting. “The takeaway for every size organization should be that talking with and listening to your customers cannot take place only during times of crisis but should be part of regular business practices.”
To access the full UserTesting 2021 CX Industry Report, click here.
Methodology and survey results
In this eighth annual Customer Experience Industry Survey, we asked over 4,700 professionals from around the world across a wide variety of industries how their organizations are approaching customer experience and conducting CX research.
UserTesting, Inc.
Andy Dear
press@usertesting.com
UserTesting is fundamentally changing the way digital products and experiences are built and delivered by helping organizations get insights from customers–from concept to execution. Built on top of a world-class, on-demand sourcing