2021 Customer Expectations Report by Gladly
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
Research Q&A

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