2021 Digital Trends Experience Index

For brands and marketers, 2021 will be a year of recovery, making difficult decisions and turning the lessons of 2020 into plans for growth.

The more than 13,000 respondents to the 2021 Digital Trends Survey see their businesses as focused on the customer as a human being, their employees as integral assets and the digital customer experience as the driver of growth and strategy.

This year’s Digital Trends Report is a departure from previous editions. It delves into new areas and examines areas that feel particularly important. These areas include: the impact of a distributed workforce, empathy as the driver of experience and how we can put customers first by having a brand purpose that resonates with employees.