Where is the industry headed?

As the world changed, so too did every facet of the customer experience. Consumers began to set different expectations and behave in new ways. Companies began heavily leveraging at-home agents to engage with customers across new environments. What exactly did these changes entail?


Citing research from a comprehensive survey of actual consumers, Customer Experience Trends, Challenges & Innovations, released in August 2020, has the most up-to-date answers.


As a primary sponsor of this market study, Hiya is able to make this market study available to you.  

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Customer Experience Trends, Challenges & Innovations
Download this essential e-book to learn:
  • How COVID-19 impacted the customer experience landscape 

  • What are the costs of bad customer experience

  • How fast has digital adoption accelerated
  • How do customers want to be contacted

  • What issues do customers commonly encounter?

  • How to build the best foundation to develop a customer contact strategy