Shift Happens: Rethinking Customer Experience Post-Pandemic

Let’s face it: The pandemic has forever changed the way customers engage with businesses. But many location-based companies are still finding it difficult to design a frictionless customer experience across all online and offline touchpoints.

In fact, 70% of businesses are struggling to deliver the new hybrid CX consumers crave, according to a new Forrester Consulting study commissioned by Uberall. In this survey of 200+ decision-makers, we set out to better understand the barriers to hybrid CX—from technological challenges to alignment issues.