The document discusses trends in customer experience for 2021, predicting that companies will focus on improving existing digital experiences and assets. It outlines five key trends, including taking a more holistic approach to customer experience basics, increasing use of rich media like video, leveraging artificial intelligence to catalog and tag existing content archives, expanding online product listings to include 3D experiences, and developing audio-based customer service strategies. The document concludes by promoting the benefits of Nuxeo's digital asset management platform.

1. Customer Experience
in 2021
January 2021
More of the same, or an opportunity for change?
Alan J. Porter

2. Predicting the
Future isn’t Easy
Where is my Jetpack?

4. Shifting
Patterns for
Consumers
and Business

5. 2021 will be a year of consolidation, a time
to take a step back, look at what we have,
and figure out how to use the assets we
have, to deliver even better experiences.

6. 5 CX Trends for 2021
Do the
Basics
Better
1
More Rich
Media
2
Digging into
the archives
3
Increased
use of 3D
4
Say Hello
5

7. Do The Basics Better
As more companies, particularly those
with consumer-facing activities, realize
that the digital experience is becoming
the prime interface between them and
their customers, we will see a growing
desire to take a more holistic approach to
the customer experience.

8. More Rich Media
The majority of marketing folks already
know that rich imagery and video drive
engagement, producing more
conversations than any other type of
content. That idea no longer only applies
to marketing. The same applies to the
wider customer experience .

9. Dig into the Archives
Use technologies like artificial
intelligence and machine learning will
start to have a significant impact as they
will allow these existing content archives
to be cataloged and tagged at scale with
a speed and accuracy that would have
been previously impossible.

10. Increase Use of 3D
Online product listings are expanding
beyond just stock images to include some
sort of 3-D experience, be that through
full sets of images giving different
perspectives, unboxing videos, the use of
360 spins, or even fully rendered 3-D
files.

11. Say Hello!
Companies need to be developing an
audio content-strategy now to take
advantage of the fast development of
audio interfaces. These types of
interfaces are quickly becoming the initial
touchpoint in the customer journey to get
questions answered.

12. Nuxeo Enterprise DAM
places rich media assets at
the center of the digital
supply chain, to connect
content, data, and assets
across the organization
and deliver exceptional
customer experiences.

13. Accelerate Content
to Market
CONNECT CREATE
§ Data and content flows across the
product lifecycle
§ Collaborative environment
§ Consistency of message
§ Accelerated workflow
Connect to existing data and
content sources
Key Benefits
§ Improved consistent customer
experience
§ Higher customer engagement and
retention
Map your digital life cycle
Increase the value of your content
Key Benefits
Time

14. Thank you!
Check out the 2020 Gartner Market Guide for Digital Asset
Management (DAM) here.