Common Sense Research Q&A:

2021 Customer Expectations Report by Gladly

February 25th, Successfully held

Presented by

Here’s what we discussed:

Customer expectations shifted massively in 2020 as purchasing moved online in response to the pandemic. Gladly’s 2021 customer expectations research gets at the heart of what that means for your customer interactions going forward.

Some questions we answered:

How do customers prefer to interact with customer service reps while shopping online with a brand?
What channels do customers prefer when shopping online with a brand?
What are the macro trends in customer expectations and where are the biggest shifts?

Moderated by

Andy Knosp

Head of Solutions Consulting at Gladly

Participation in the Research Q&A is free of charge to qualified attendees. Once you’ve completed our registration form, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.

Kimberly Carpenter

Director, Large Business Customer Experience, NRG Energy

A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.

Ryan Smith

Sr. Director Care Strategy & CX, GoDaddy

I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.

Nicholas Zeisler

Principal, Zeisler Consulting

Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.