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[Free Resource] 2021: The Year of Experience

It’s no secret that 2020 changed the world as we know it. Many of us have found that our entire lives now look a little different. It can be unnerving to watch movies where characters are walking around unencumbered by masks, social distancing, or any apparent concerns about a contagious virus. 

As our day-to-day lives have changed dramatically, the business world has been forced to go through a major transformation, too. The entire business experience has shifted for everyone involved — including the customer, the employee, and the business owner. Even as vaccines roll out and the world reopens a little more, experts are certain that some aspects of “the new normal” will be here for good.

What Changed in 2020: How the COVID-19 Pandemic Impacted the Business Experience

The COVID-19 pandemic and its subsequent lockdowns and social distancing requirements caused major upheaval to standard operating procedures for most businesses around the world in 2020. 

  • Companies were forced to go virtual – employees working from home increased by 3x from March 2019 to March 2020
  • There was an increased reliance on remote communication
  • Consumer behavior shifted in favor of contactless and online shopping
  • There were unexpected delays at every part of the distribution process
  • Transparency and proactive communication was more in demand than ever
  • “Flexibility” was the biggest asset of the year

This Is The Year of Experience

2020 caused major upheaval to businesses everywhere, but even once things stabilize, we know that the business experience has permanently shifted and increased in importance. While things won’t be in flux forever, 2021 is the year of experience for customers, employees, and leadership alike. 

To learn more about the current state of the business experience and how to adapt to this “year of experience”, download our FREE eBook now.