Voice technology was already on the rise in India before the pandemic. But the virus ― and the subsequent need for both human-injected and contactless experiences ― served to increase both its pace and popularity.

The pandemic has put the pedal to the metal when it comes to digital adoption and innovations in customer experience (CX). Four senior leaders consider what emerging CX trends will be more relevant than ever in 2021. From voice technology to agile measurement strategies – what’s next for CX?

Black Friday is an immovable event – occurring at the same time of year, every year. With each iteration, we see more customer demand as more shoppers clock onto the best deals they can get in time for Christmas. And usually, we see more people flocking to the high street to get them.

Our working lives have long been open to disruption from tech and other external forces, but the arrival of COVID-19 has shifted the world of work at a rate of change that few could have predicted – and has raised urgent questions about how employment will adapt.

It’s been almost one year since the Covid-19 pandemic started. Data scientists worldwide have been analyzing data gathered during the pandemic to inform policies.