Spurred by the pandemic, 2021 was a year of recovery and rapid innovation across industries. As more consumers turn to digital mediums to interact with organizations — whether they're making purchases online or seeking support — ever-evolving consumer behavior and expectations have required companies around the world to quickly adapt.
Among many components of a digital strategy, this means ensuring the customer experience is top-notch, including the use of innovative, self-service support solutions. Join support leaders from Yext, Freshworks and Lulu for an exclusive fireside chat to reflect on 2021, discuss what to expect in 2022, and how to act on these learnings.
Key takeaways:
- The increasing importance of proper channel alignment from pre-purchase through post-sale exchanges
- The rise of prioritizing personalization to ensure a white-glove CX
- The benefits of an optimized search experience to meet customers wherever they may be in their journey
