Experts Predict the Consumer Conversation Trends 2021 [Infographic]
Due to COVID-19, in 2020 we moved online. We zoomed teammates from our kitchens, ordered groceries online. Isolated, we looked for brands that engaged in a human way. That empathized with our woes, shared our values, made our lives easier.
To enable this shift, brands had to go beyond social and activate the voice of the customer. Understanding what consumers are saying — truly understanding — can only be achieved through conversational intelligence data.
Tweets, blogs, chatbots, emails, call center transcripts, reviews. Consumer conversations are happening everywhere — online and off. But, with advances in data capture from multiple conversational sources, more precise consumer insights are there to be found. Enabling brands to increase their offerings and meet increasing customer demands.
Our State of Conversation 2021 Report — created in partnership with Trustpilot — shares advice and in-depth analysis from 50+ global marketing, PR, and communication experts, including Dr Jillian Ney, Janet Machuka, Samuel Pavin, Christina Garnett, Greg Galant, Heba Sayed, Keith Keller, Bijoya Ghosh _, and more. Highlighting examples of the evolution in consumer conversations in five top industries — Tesla, Pfizer, Etsy, PayPal, Fenty Beauty, Pepsi, and more. Along with the top trends in consumer conversations in 2021.
We’ve compiled the key trends in the infographic below, and you can also download the full State of Conversation 2021 Report.
If you’d like to read the entire report, packed with analytics, stats, tips, and brands that upped their game, you can download the full State of Conversation 2021 Report.
