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Top Takeaways:

According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback.


“COVID has brought consumers’ CX expectations up to unprecedented levels. Even as we recover, those expectations will largely remain. They want and seek control and comfort.” “What has happened in the last couple of years is an evolutionary moment of customer experience in companies. You either have to adapt or be eaten.” “Making big changes to your overall customer experience can seem daunting. Start small and start quickly.”


Steve Peltzman is Forrester’s first Chief Business Technology Officer. He now leads FeedbackNow, Forrester’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What is the future of CX post-pandemic?
  2. DO customer surveys still work?
  3. How did COVID-19 change customer expectations?
  4. How can organizations enable real-time customer experience improvements?
  5. Are all companies ready to make big changes in CX?

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