2020 was a historic year. While shortages of toilet paper and hand sanitizer have subsided, people all around the globe are still adjusting to a world with limited in-person connections. The experience has put organizations and consumers in an interesting position—all of us grappling with the same challenges. And through these experiences, one thing has become clear: empathy for your customers and fellow humans isn’t optional.

In its eighth annual CX Industry Survey, UserTesting asked over 4,750 professionals how their organizations are meeting the challenges and opportunities in today’s customer-centered industry.

Three key themes stood out this year:

  • Feedback has gone remote (and there's no going back)
  • The pandemic has intensified the focus on CX
  • Teams have to do more with less

Join our upcoming webinar with UserTesting's Chief Insights Officer, Janelle Estes, and VP, Market Strategy, Michael Mace, to learn how the industry is evolving and how your organization may be impacted.

Janelle Estes
Chief Insights Officer

Janelle is an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years’ experience conducting large-scale customer research initiatives for both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences.
Michael Mace
VP, Market Strategy

Mike is a 25-year veteran of the tech industry. He held marketing and strategy roles at Apple and Palm, co-founded two startups, and has also consulted for many tech industry companies.

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