Trends Shaping the Consumer Experience in 2021

Is your customer experience (CX) team ready to rock the second half of 2021? If your company is like most, it's eager to powerfully engage or re-engage with customers post-pandemic. But customer behaviors have changed over the past year-plus. So, what are the CX implications of those changes?

Join Bruce Temkin, Head of Qualtrics XM Institute, for a deep dive into the findings of Qualtrics' 2021 Global Consumer Trends Report, a study of 18,000+ people from around the world. He'll reveal insights across a wide range of industries, shine a light on focus areas for CX teams, and take questions from the audience.

You'll learn about:

  • The consequences of good and bad CX in 2021
  • Your customers' new feedback and channel preferences
  • Which habits formed during the pandemic will stick
  • Predictions for the consumer landscape of the future


Bruce Temkin

Bruce Temkin is an experience management (XM) visionary. He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations master XM while cultivating a global community of XM professionals.


Sponsored by Qualtrics
Qualtrics is the leader in customer experience and creator of the experience management (XM) category. Over 13,000 organizations use the Qualtrics XM Platform to attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build brands that people are passionate about.
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  • Date: June 10, 2021
  • Length: 60 minutes
  • Presenter: Bruce Temkin
  • Sponsor: Qualtrics
  • Topic: Customer Experience, Marketing Strategy
  • Price: $0


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