Conversocial Blog Introducing: Conversocial's Definitive Guide To Customer Experience 2021

Welcome to the 8th iteration of Conversocial’s Definitive Guide - our annual eBook that helps brands navigate the world of customer engagement. If you’ve followed our progress over any or all of the previous seven guides, you’ll understand how Conversocial has evolved with the changes in the world of customer engagement since 2013. Last year’s guide was purely focused on customer service, which already feels quite outdated. This is down not just to the changing expectations of consumers, but also the progress in digital CX enforced by a certain pandemic that’s swept the world in 2020.