2021 CX Report: Resilient Digital Customer Experiences in Disruptive Times

Presented by

Cameron Strachan, Marketing Cloud Director, Acquia and Chloe Byrne, Associate Director (Research), Vanson Bourne

About this talk

The last 18 months have radically altered the global economy, and rapidly accelerated the pace of digital transformation for UK businesses. This webinar looks under the hood of Acquias 2021 CX Report - highlighting this evolution and provides some key areas for improvement and focus. UK brands are ahead of the global curve for the implementation of digital asset management (DAM) tools, digital experience platforms (DXP), and content management systems (CSM). While this is great, it also means UK consumers are expecting more from businesses. 82% say they expect brands to have a consistent message and appearance across their digital platforms, highlighting a key area for focus and investment in 2022. Insights snapshot: 92% of UK consumers who currently make purchases online plan to continue these habits post-pandemic, meaning digital experiences are more important than ever 67% of UK marketers say their organisation has prioritised consistent branding across platforms compared with 53% globally, raising the bar for CX While 87% of marketers believe consumers trust them with their data, just 58% of consumers agree indicating a significant trust gap.

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Acquia is the open source digital experience company. We provide the world’s most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community — giving our customers the freedom to build tomorrow on their terms. Acquia is helping some of the world’s leading brands succeed, including Twitter, Mercedes Benz, Warner Music Group, and the BBC. More than 4,000 organizations are using Acquia’s solutions for content, community and commerce.