Trends shaping the consumer experience in 2021

Global insights from more than 18,000 customers

Join Qualtrics for a deep dive into the comprehensive findings from the 2021 Global Consumer Trends Report

This webinar will take place on:
20 July, 2021
12:00 PM - 01:00 PM EDT

Starting at 9am Pacific time 

In 2020, the global consumer landscape dramatically changed. Consumers were forced to find new ways of communicating, shopping and interacting with brands, and businesses had to adapt quickly to keep up. 

This raises the question for businesses – what happens next?

Join Moira Dorsey, XM Catalyst at Qualtrics XM Institute, to access a deep dive into the comprehensive findings Qualtrics' recent study involving more than 18,000 customers. Analyzing 17 industries across 18 countries, the research explores how customer behavior will evolve as economies re-open. 

This session will reveal insights across a wide range of industries, shine a light on focus areas for CX teams and take questions from the audience.

Join this webinar live to learn

  1. The consequences of good and bad CX in 2021
  2. Your customers’ new feedback & channel preferences
  3. Which habits formed during the pandemic will stick
  4. Predictions for the consumer landscape of the future


Moira Dorsey
XM Catalyst
Qualtrics XM Institute

Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira has coached leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that drive growth.