• by Ray Schultz , March 24, 2021

Email professionals and others working in the marketing field should have no problem empathizing with consumers who are trapped at home. 

Over three-fourths are themselves working at home, according to “The 2021 CX Industry Report,” the eighth annual customer experience study by UserTesting finds.

The remainder believe they will continue to work from home even after the COVID-19 pandemic. And over half think that at that time, they will split their time between home and the office. 

Wherever they are working, 53% say their workload has increased.  

Of the companies polled, 39% have a digital transformation in progress. Another 32% have already achieved this, but 18% are not doing it and 11% don’t know what it is.  

But 72% plan to increase the frequency of their customer feedback efforts this year, and most of the rest said the frequency will remain the same. However, 53% report that they don’t have the time to gather feedback before the deliverables go live. 

Of the teams represented in the survey, 46% have seen a pivot in their product or service.  

Over 20% of the firms laid off some employees, but roughly 25% added staff.

However, almost 50% of the firms said they reduced spending -- with more pressure on email budgets. Less than 10% increased their spending. And another 25% saw no change overall. 

UserTesting surveyed 4,700 professionals worldwide.