How Will Customer Engagement Evolve in 2021?

Undoubtedly, there was a lot of change in 2020, with the global pandemic driving unprecedented shifts in consumer behavior and digital adoption. 70% of consumers increased their time using a mobile phone during COVID-19 according to Statista. A Salesforce study found that 57% of consumers say engaging with companies has transformed during 2020 and 88% of customers expect companies to accelerate digital initiatives due to COVID-19.

As we all look ahead, the question for many is: How will customer engagement evolve in 2021?

To find out, we spoke with thought leaders and experts from Alaska Airlines, BBC, Salesforce, Vodafone and more. They shared their vision for customer engagement in 2021 and key insights on the evolving role of mobile apps, location, loyalty programs, and touchless experiences. We put all of this in our new ebook, “ 2021 insights & Predictions in Customer Engagement.”

Get Your Copy

You can get your copy of the ebook here to see all the great responses. We also asked the same question to some experts in Airship. Here are their predictions:

We hope this collection of insights will help you find your own answers to this question and that those answers will make your customer engagement strategy even stronger. Here’s to 2021 being a year of change and of success.



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store

Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic.