The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams.

• 98% of mid-to-large-sized companies implemented new tools or processes
• 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technology adoption

And while companies must work within their resources to adopt new technologies and processes, there’s a risk of falling behind higher-performing peers as customer expectations rise.

Luckily, most anticipate having more budget flexibility in 2021.

57% of mid-sized companies and 65% of enterprise companies anticipate having more to invest in CX technology in 2021

Investing in your customers pays off, but what to prioritize can be a little tricky. We created this report to help guide the way.

You’ll learn:

• Clear, brand new data from mid-sized and enterprise companies using Zendesk worldwide

• Best practices for delivering winning CX in 2021

• The top investment priorities for high-performing CX teams

• Data-backed strategies for outperforming your CX goals in the next-normal

• Detailed insights on how to make things easy for customers, support your support team, and keep your business in sync

Forget multi-year plans for digital transition—the time to act is now.