ActivEngage eBook  |  Free Resource

4 Major Customer Experience Trends to Watch Out for in 2021

A quick guide for today's digital dealers

The COVID-19 Pandemic set new customer service standards and changed trends


The COVID-19 Pandemic set new customer service standards, expectations, and online car buying trends into motion. Lockdowns and social distancing thrust the advancement of the automotive industry into warp speed. Use this ebook as a guide to understand customer expectations and to plan for the evolving future of automotive.


The four CX trends the ebook expands on:

  • Omnichannel marketing is the new standard.
  • Digital retailing is necessary for future success.
  • Humanizing is not a place to cut corners.
  • Consumers continue to demand transparency

"One thing I love about customers is that they are divinely discontent.

Their expectations are never static - they go up. It’s human nature. We didn’t ascend from our hunter-gatherer days by being satisfied. People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary’. I see that cycle of improvement happening at a faster rate than ever before.”
- Amazon Shareholder Letter by Jeff Bezos