TL;DR: The blog outlines significant shifts and emerging trends in customer and employee experiences that organisations must adopt.

Key points:

• Companies are focusing more on understanding customer needs for better relationship building.
• Employee satisfaction has become a priority, as engaged employees lead to improved customer service.
• Technology advances are driving new ways of gathering experience feedback.
• The importance of integrating customer and employee journeys is highlighted.
• Organisations that adapt quickly to these changes can gain a competitive edge.

The full content is about a 5-minute read.
https://www.qualtrics.com/blog/a-landmark-year-for-customer-and-employee-experience/

How has your organisation adapted to changes in customer experience this year?