www.usertesting.com
Open in
urlscan Pro
151.101.194.49
Public Scan
Submitted URL: http://emails.mowin.digital/ls/click?upn=4bfuDpyNVgCa8lPFPLwmVj8-2BVaZH4jLT46RtqXFwt5i115VKR-2BHi9hUEYKTL-2FOQcfDX3mnCyI6op-...
Effective URL: https://www.usertesting.com/resources/industry-reports/2021-cx-industry-report?aliId=eyJpIjoieHpxZFVpZjhHbVowZjZ4ciIsInQiOiJ...
Submission: On October 12 via api from SG — Scanned from DE
Effective URL: https://www.usertesting.com/resources/industry-reports/2021-cx-industry-report?aliId=eyJpIjoieHpxZFVpZjhHbVowZjZ4ciIsInQiOiJ...
Submission: On October 12 via api from SG — Scanned from DE
Form analysis 3 forms found in the DOM
GET /search/node
<form action="/search/node" method="get" id="search-block-form" accept-charset="UTF-8">
<div class="js-form-item form-item js-form-type-search form-item-keys js-form-item-keys form-no-label"> <label for="edit-keys" class="visually-hidden">Search</label> <input title="Enter the terms you wish to search for."
data-drupal-selector="edit-keys" type="search" id="edit-keys" name="keys" value="" size="15" maxlength="128" class="form-search" placeholder="Search Website"></div><input data-drupal-selector="edit-submit" type="submit" id="edit-submit"
value="Search" class="button js-form-submit form-submit">
</form><form id="mktoForm_1419" novalidate="novalidate" class="mktoForm mktoHasWidth mktoLayoutLeft" style="font-family: Arial, Helvetica, sans-serif; font-size: 13px; color: rgb(51, 51, 51); width: 516px;">
<style type="text/css"></style>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Business_Use_Case__c" id="LblBusiness_Use_Case__c" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Business Use Case
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><select id="Business_Use_Case__c" name="Business_Use_Case__c" aria-labelledby="LblBusiness_Use_Case__c InstructBusiness_Use_Case__c" class="mktoField mktoHasWidth mktoRequired"
aria-required="true" style="width: 350px;">
<option value="">Select Your Use Case</option>
<option value="One time project">One time project</option>
<option value="Multiple projects in my department">Multiple projects in my department</option>
<option value="Multiple projects across the company">Multiple projects across the company</option>
<option value="Agency/consultant on behalf of clients">Agency/Consultants</option>
<option value="I want to be a paid tester">I want to be a contributor (tester)</option>
<option value="Testing On Behalf of Clients">Testing on Behalf of Clients</option>
</select><span id="InstructBusiness_Use_Case__c" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<fieldset class="mktoFormCol" style="padding-right: 5px; margin-bottom: 5px;">
<legend>Form</legend>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="FirstName" id="LblFirstName" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>First Name
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="FirstName" name="FirstName" placeholder="First Name" maxlength="255" aria-labelledby="LblFirstName InstructFirstName" type="text"
class="mktoField mktoTextField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;"><span id="InstructFirstName" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="LastName" id="LblLastName" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Last Name
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="LastName" name="LastName" placeholder="Last Name" maxlength="255" aria-labelledby="LblLastName InstructLastName" type="text"
class="mktoField mktoTextField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;"><span id="InstructLastName" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Title" id="LblTitle" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Title
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="Title" name="Title" placeholder="Job Title" maxlength="255" aria-labelledby="LblTitle InstructTitle" type="text"
class="mktoField mktoTextField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;"><span id="InstructTitle" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Email" id="LblEmail" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Email
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="Email" name="Email" placeholder="Work Email" maxlength="255" aria-labelledby="LblEmail InstructEmail" type="email"
class="mktoField mktoEmailField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;"><span id="InstructEmail" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Phone" id="LblPhone" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Phone No.
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="Phone" name="Phone" placeholder="Phone" maxlength="255" aria-labelledby="LblPhone InstructPhone" type="tel" class="mktoField mktoTelField mktoHasWidth mktoRequired"
aria-required="true" style="width: 350px;"><span id="InstructPhone" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Company" id="LblCompany" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Company Name
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><input id="Company" name="Company" placeholder="Company Name" maxlength="255" aria-labelledby="LblCompany InstructCompany" type="text"
class="mktoField mktoTextField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;"><span id="InstructCompany" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Number_of_Employees_Company_Size__c" id="LblNumber_of_Employees_Company_Size__c" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>No. of Employees
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><select id="Number_of_Employees_Company_Size__c" name="Number_of_Employees_Company_Size__c"
aria-labelledby="LblNumber_of_Employees_Company_Size__c InstructNumber_of_Employees_Company_Size__c" class="mktoField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;">
<option value="">Select No. of Employees</option>
<option value="1 - 10">1 - 10</option>
<option value="11 - 50">11 - 50</option>
<option value="51 - 250">51 - 250</option>
<option value="251 - 500">251 - 500</option>
<option value="501 - 1000">501 - 1000</option>
<option value="1001 - 1500">1001 - 1500</option>
<option value="1501+">1501+</option>
</select><span id="InstructNumber_of_Employees_Company_Size__c" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 5px;">
<div class="mktoOffset" style="width: 5px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Country" id="LblCountry" class="mktoLabel mktoHasWidth" style="width: 150px;">
<div class="mktoAsterix">*</div>Country
</label>
<div class="mktoGutter mktoHasWidth" style="width: 5px;"></div><select id="Country" name="Country" aria-labelledby="LblCountry InstructCountry" class="mktoField mktoHasWidth mktoRequired" aria-required="true" style="width: 350px;">
<option value="">Select Company Country HQ</option>
<option value="United States">United States</option>
<option value="Canada">Canada</option>
<option value="Australia">Australia</option>
<option value="Belgium">Belgium</option>
<option value="Brazil">Brazil</option>
<option value="Denmark">Denmark</option>
<option value="England">England</option>
<option value="Finland">Finland</option>
<option value="France">France</option>
<option value="Germany">Germany</option>
<option value="Ireland">Ireland</option>
<option value="Israel">Israel</option>
<option value="Italy">Italy</option>
<option value="Japan">Japan</option>
<option value="Luxembourg">Luxembourg</option>
<option value="Mexico">Mexico</option>
<option value="Netherlands">Netherlands</option>
<option value="New Zealand">New Zealand</option>
<option value="Norway">Norway</option>
<option value="Poland">Poland</option>
<option value="Portugal">Portugal</option>
<option value="Scotland">Scotland</option>
<option value="Singapore">Singapore</option>
<option value="Korea, Republic of">Korea, Republic of</option>
<option value="Spain">Spain</option>
<option value="Sweden">Sweden</option>
<option value="Switzerland">Switzerland</option>
<option value="United Kingdom">United Kingdom</option>
<option value="Afghanistan">Afghanistan</option>
<option value="Åland Islands">Åland Islands</option>
<option value="Albania">Albania</option>
<option value="Algeria">Algeria</option>
<option value="American Samoa">American Samoa</option>
<option value="Andorra">Andorra</option>
<option value="Angola">Angola</option>
<option value="Anguilla">Anguilla</option>
<option value="Antarctica">Antarctica</option>
<option value="Antigua and Barbuda">Antigua and Barbuda</option>
<option value="Argentina">Argentina</option>
<option value="Armenia">Armenia</option>
<option value="Aruba">Aruba</option>
<option value="Austria">Austria</option>
<option value="Azerbaijan">Azerbaijan</option>
<option value="Bahamas">Bahamas</option>
<option value="Bahrain">Bahrain</option>
<option value="Bangladesh">Bangladesh</option>
<option value="Barbados">Barbados</option>
<option value="Belarus">Belarus</option>
<option value="Belize">Belize</option>
<option value="Benin">Benin</option>
<option value="Bermuda">Bermuda</option>
<option value="Bhutan">Bhutan</option>
<option value="Bolivia, Plurinational State of">Bolivia, Plurinational State of</option>
<option value="Bonaire, Sint Eustatius and Saba">Bonaire, Sint Eustatius and Saba</option>
<option value="Bosnia and Herzegovina">Bosnia and Herzegovina</option>
<option value="Botswana">Botswana</option>
<option value="Bouvet Island">Bouvet Island</option>
<option value="British Indian Ocean Territory">British Indian Ocean Territory</option>
<option value="Brunei Darussalam">Brunei Darussalam</option>
<option value="Bulgaria">Bulgaria</option>
<option value="Burkina Faso">Burkina Faso</option>
<option value="Burundi">Burundi</option>
<option value="Cambodia">Cambodia</option>
<option value="Cameroon">Cameroon</option>
<option value="Cape Verde">Cape Verde</option>
<option value="Cayman Islands">Cayman Islands</option>
<option value="Central African Republic">Central African Republic</option>
<option value="Chad">Chad</option>
<option value="Chile">Chile</option>
<option value="China">China</option>
<option value="Christmas Island">Christmas Island</option>
<option value="Cocos (Keeling) Islands">Cocos (Keeling) Islands</option>
<option value="Colombia">Colombia</option>
<option value="Comoros">Comoros</option>
<option value="Congo, the Democratic Republic of the">Congo, the Democratic Republic of the</option>
<option value="Congo">Congo</option>
<option value="Cook Islands">Cook Islands</option>
<option value="Costa Rica">Costa Rica</option>
<option value="Côte d'Ivoire">Côte d'Ivoire</option>
<option value="Croatia">Croatia</option>
<option value="Curaçao">Curaçao</option>
<option value="Cyprus">Cyprus</option>
<option value="Czech Republic">Czech Republic</option>
<option value="Djibouti">Djibouti</option>
<option value="Dominica">Dominica</option>
<option value="Dominican Republic">Dominican Republic</option>
<option value="Ecuador">Ecuador</option>
<option value="Egypt">Egypt</option>
<option value="El Salvador">El Salvador</option>
<option value="Equatorial Guinea">Equatorial Guinea</option>
<option value="Eritrea">Eritrea</option>
<option value="Estonia">Estonia</option>
<option value="Ethiopia">Ethiopia</option>
<option value="Falkland Islands (Malvinas)">Falkland Islands (Malvinas)</option>
<option value="Faroe Islands">Faroe Islands</option>
<option value="Fiji">Fiji</option>
<option value="French Guiana">French Guiana</option>
<option value="French Polynesia">French Polynesia</option>
<option value="French Southern Territories">French Southern Territories</option>
<option value="Gabon">Gabon</option>
<option value="Gambia">Gambia</option>
<option value="Georgia">Georgia</option>
<option value="Ghana">Ghana</option>
<option value="Gibraltar">Gibraltar</option>
<option value="Greece">Greece</option>
<option value="Greenland">Greenland</option>
<option value="Grenada">Grenada</option>
<option value="Guadeloupe">Guadeloupe</option>
<option value="Guam">Guam</option>
<option value="Guatemala">Guatemala</option>
<option value="Guernsey">Guernsey</option>
<option value="Guinea">Guinea</option>
<option value="Guinea-Bissau">Guinea-Bissau</option>
<option value="Guyana">Guyana</option>
<option value="Haiti">Haiti</option>
<option value="Heard Island and McDonald Islands">Heard Island and McDonald Islands</option>
<option value="Holy See (Vatican City State)">Holy See (Vatican City State)</option>
<option value="Honduras">Honduras</option>
<option value="Hong Kong">Hong Kong</option>
<option value="Hungary">Hungary</option>
<option value="Iceland">Iceland</option>
<option value="India">India</option>
<option value="Indonesia">Indonesia</option>
<option value="Iraq">Iraq</option>
<option value="Isle of Man">Isle of Man</option>
<option value="Jamaica">Jamaica</option>
<option value="Jersey">Jersey</option>
<option value="Jordan">Jordan</option>
<option value="Kazakhstan">Kazakhstan</option>
<option value="Kenya">Kenya</option>
<option value="Kiribati">Kiribati</option>
<option value="Kuwait">Kuwait</option>
<option value="Kyrgyzstan">Kyrgyzstan</option>
<option value="Lao People's Democratic Republic">Lao People's Democratic Republic</option>
<option value="Latvia">Latvia</option>
<option value="Lebanon">Lebanon</option>
<option value="Lesotho">Lesotho</option>
<option value="Liberia">Liberia</option>
<option value="Libya">Libya</option>
<option value="Liechtenstein">Liechtenstein</option>
<option value="Lithuania">Lithuania</option>
<option value="Macao">Macao</option>
<option value="Macedonia, the former Yugoslav Republic of">Macedonia, the former Yugoslav Republic of</option>
<option value="Madagascar">Madagascar</option>
<option value="Malawi">Malawi</option>
<option value="Malaysia">Malaysia</option>
<option value="Maldives">Maldives</option>
<option value="Mali">Mali</option>
<option value="Malta">Malta</option>
<option value="Marshall Islands">Marshall Islands</option>
<option value="Martinique">Martinique</option>
<option value="Mauritania">Mauritania</option>
<option value="Mauritius">Mauritius</option>
<option value="Mayotte">Mayotte</option>
<option value="Micronesia, Federated States of">Micronesia, Federated States of</option>
<option value="Moldova, Republic of">Moldova, Republic of</option>
<option value="Monaco">Monaco</option>
<option value="Mongolia">Mongolia</option>
<option value="Montenegro">Montenegro</option>
<option value="Montserrat">Montserrat</option>
<option value="Morocco">Morocco</option>
<option value="Mozambique">Mozambique</option>
<option value="Myanmar">Myanmar</option>
<option value="Namibia">Namibia</option>
<option value="Nauru">Nauru</option>
<option value="Nepal">Nepal</option>
<option value="New Caledonia">New Caledonia</option>
<option value="Nicaragua">Nicaragua</option>
<option value="Niger">Niger</option>
<option value="Nigeria">Nigeria</option>
<option value="Niue">Niue</option>
<option value="Norfolk Island">Norfolk Island</option>
<option value="Northern Mariana Islands">Northern Mariana Islands</option>
<option value="Oman">Oman</option>
<option value="Pakistan">Pakistan</option>
<option value="Palau">Palau</option>
<option value="Palestinian Territory, Occupied">Palestinian Territory, Occupied</option>
<option value="Panama">Panama</option>
<option value="Papua New Guinea">Papua New Guinea</option>
<option value="Paraguay">Paraguay</option>
<option value="Peru">Peru</option>
<option value="Philippines">Philippines</option>
<option value="Pitcairn">Pitcairn</option>
<option value="Puerto Rico">Puerto Rico</option>
<option value="Qatar">Qatar</option>
<option value="Réunion">Réunion</option>
<option value="Romania">Romania</option>
<option value="Russian Federation">Russian Federation</option>
<option value="Rwanda">Rwanda</option>
<option value="Saint Barthélemy">Saint Barthélemy</option>
<option value="Saint Helena, Ascension and Tristan da Cunha">Saint Helena, Ascension and Tristan da Cunha</option>
<option value="Saint Kitts and Nevis">Saint Kitts and Nevis</option>
<option value="Saint Lucia">Saint Lucia</option>
<option value="Saint Martin (French part)">Saint Martin (French part)</option>
<option value="Saint Pierre and Miquelon">Saint Pierre and Miquelon</option>
<option value="Saint Vincent and the Grenadines">Saint Vincent and the Grenadines</option>
<option value="Samoa">Samoa</option>
<option value="San Marino">San Marino</option>
<option value="Sao Tome and Principe">Sao Tome and Principe</option>
<option value="Saudi Arabia">Saudi Arabia</option>
<option value="Senegal">Senegal</option>
<option value="Serbia">Serbia</option>
<option value="Seychelles">Seychelles</option>
<option value="Sierra Leone">Sierra Leone</option>
<option value="Sint Maarten (Dutch part)">Sint Maarten (Dutch part)</option>
<option value="Slovakia">Slovakia</option>
<option value="Slovenia">Slovenia</option>
<option value="Solomon Islands">Solomon Islands</option>
<option value="Somalia">Somalia</option>
<option value="South Africa">South Africa</option>
<option value="South Georgia and the South Sandwich Islands">South Georgia and the South Sandwich Islands</option>
<option value="South Sudan">South Sudan</option>
<option value="Sri Lanka">Sri Lanka</option>
<option value="Sudan">Sudan</option>
<option value="Suriname">Suriname</option>
<option value="Svalbard and Jan Mayen">Svalbard and Jan Mayen</option>
<option value="Swaziland">Swaziland</option>
<option value="Taiwan, Province of China">Taiwan, Province of China</option>
<option value="Tajikistan">Tajikistan</option>
<option value="Tanzania, United Republic of">Tanzania, United Republic of</option>
<option value="Thailand">Thailand</option>
<option value="Timor-Leste">Timor-Leste</option>
<option value="Togo">Togo</option>
<option value="Tokelau">Tokelau</option>
<option value="Tonga">Tonga</option>
<option value="Trinidad and Tobago">Trinidad and Tobago</option>
<option value="Tunisia">Tunisia</option>
<option value="Turkey">Turkey</option>
<option value="Turkmenistan">Turkmenistan</option>
<option value="Turks and Caicos Islands">Turks and Caicos Islands</option>
<option value="Tuvalu">Tuvalu</option>
<option value="Uganda">Uganda</option>
<option value="United Arab Emirates">United Arab Emirates</option>
<option value="United States Minor Outlying Islands">United States Minor Outlying Islands</option>
<option value="Uruguay">Uruguay</option>
<option value="Uzbekistan">Uzbekistan</option>
<option value="Vanuatu">Vanuatu</option>
<option value="Venezuela, Bolivarian Republic of">Venezuela, Bolivarian Republic of</option>
<option value="Viet Nam">Viet Nam</option>
<option value="Virgin Islands, British">Virgin Islands, British</option>
<option value="Virgin Islands, U.S.">Virgin Islands, U.S.</option>
<option value="Wallis and Futuna">Wallis and Futuna</option>
<option value="Western Sahara">Western Sahara</option>
<option value="Yemen">Yemen</option>
<option value="Zambia">Zambia</option>
<option value="Zimbabwe">Zimbabwe</option>
</select><span id="InstructCountry" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderState"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderConsent__c"></div>
<div class="mktoClear"></div>
</div>
</fieldset>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="LeadSource" class="mktoField mktoFieldDescriptor mktoFormCol" value="Website" style="margin-bottom: 5px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Lead_Medium__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="Trial Request" style="margin-bottom: 5px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Lead_Campaign__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="IB 00-00-00 REQUESTTRIAL" style="margin-bottom: 5px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Lead_CTA__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="Request Trial" style="margin-bottom: 5px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Lead_Content__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 5px;">
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2021 CX Industry Report
Discover how teams evolved as CX reached a tipping point amidst a historic
and challenging year.
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2021 CX INDUSTRY REPORT
FOREWORD
Around this time a year ago, ‘pandemic’ may have seemed like an overstatement.
Many companies and teams were barely beginning to consider a short-term remote
working situation, let alone one for the foreseeable future.
Fast forward through a historic year. While shortages of toilet paper and hand
sanitizer have subsided, people all around the world 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.
As the saying goes, walk a mile in your customers’ shoes, and you’ll better
understand their journey. The pandemic laid bare the disconnect between
companies and their customers and provided a rare opportunity to get closer to
the people they’re designing experiences for, even if they can’t physically be
near them.
Even teams that have always strived to be customer-centric uncovered more ways
they could meet their customers where they are, with customer empathy driving
the charge for evolution and adaptability in this new remote-centered
environment.
For the past eight years, we've surveyed CX professionals around the world about
trends they’re seeing. With 2020 presenting the world with rapid changes and
incredible challenges, we reevaluated what we asked in an effort to shed some
light on how the pandemic has impacted teams across the industry and around the
world.
UserTesting’s 2021 CX Industry Survey reveals the immediate shift in focus to
customer empathy, the need for digital experiences, and remote-centered
solutions, brought on by the pandemic. What was once a nice-to-have, or
something to aspire to that world-class brands espoused, reached its tipping
point and became a matter of survival for all companies, nearly overnight.
Despite global uncertainty and a seismic shift to remote working environments,
many organizations doubled down on customer empathy, recognizing the need to
understand customers was greater than ever, and taking the opportunity to
delight their customers in every way possible, even in such challenging times.
While there’s no way to be certain what the future holds as it relates to the
pandemic, it’s clear that customer empathy isn’t optional if an organization
wants to survive, let alone succeed.
I hope that the insights shared in this report helps illustrate the strength and
resilience exemplified by so many organizations and teams, just like yours, and
underscores the unprecedented opportunity for companies of all shapes and sizes
to rise up to the challenge to become more customer-centric, through the power
of human insight.
I welcome your comments and encourage you to share your experiences with me
directly via Twitter at @apmacmillan.
ANDY MACMILLAN
CEO, UserTesting
WHAT'S INSIDE
PART 1
Feedback has gone remote (and there's no going back)
PART 2
The pandemic has intensified the focus on CX
PART 3
Teams have to do more with less
PART 4
Methodology and survey results
* PART - 1
* PART - 2
* PART - 3
* PART - 4
PART 1
Feedback has gone remote (and there's no going back)
FEEDBACK HAS GONE REMOTE (AND THERE'S NO GOING BACK)
Change is often hard. But one thing the pandemic revealed is that teams
discovered they have more resilience and adaptability than they realized, and
suddenly when change isn’t optional, big transformations happen in a fraction of
the time companies thought they needed—and will shape the future as a result.
One such change is the shift to remote-centered cultures. With many countries
forced into lockdowns in the early days of the pandemic, businesses had to pivot
from the in-office corporate culture they were used to, to a fully-distributed
workforce and all the considerations that went along with that.
Whatever objections organizations had to remote work prior to the pandemic were
abandoned in favor of keeping the lights on, and in the process, something
interesting happened. Long-held reservations to remote work and processes began
to fade, and now, as we’re approaching some return to normal, many teams aren’t
so willing to go back to the way things were before.
It’s [remote research] really become an essential part of our experience design
and engineering culture, and senior leaders are consistently asking to see
results from our user tests. It’s been such a blessing, especially during a
pandemic. We did not miss a beat in collecting prospective customer insights…
GREGG RICHARDSON
Senior Experience Manager, FamilySearch.com
The remote-centric movement is having its moment, and that’s a great thing for
customer-centric teams. Many have learned that not only is empathy something
that can be achieved remotely, taking a remote-first approach to customer and
user feedback is a powerful strategy that promotes and supports a
customer-centric culture.
Prior to the pandemic, most people who participated in our survey noted they
relied on a mix of in-person and remote methods to gather customer feedback and
conduct research. Naturally, most feedback and research are currently gathered
remotely until teams venture back to in-person environments, but our findings
show that many teams expect remote methods to not only remain but to overtake
in-person methods, even when those are available again.
And it’s not just the feedback and research that’s going remote. Teams are
shifting their work environments, too. Prior to the pandemic, over half of
respondents noted they worked exclusively from their office. Not surprisingly,
the vast majority are currently working exclusively from home, but what’s
interesting is the shift that’s expected post-pandemic. Much like the
revelations teams have had about the speed and efficiencies of remote feedback
and research, organizations have come to recognize the benefits of enabling
teams to work remotely—at least some of the time. Only 13% of respondents said
they expected to go back to working exclusively from the office. Everyone else
envisions a mix of fully-remote or split between working from home and the
office.
When we asked participants to expand on how they felt about their new work-life
balance, many indicated that their prediction of splitting time between home and
office would be driven by employees’ high level of satisfaction and better
work-life balance gained by not commuting to the office five days per week. Many
people highlighted the shift in mentality about working from home that the
pandemic caused, noting that managers and teams realized that not only could
people work from home logistically, but they were also just as (if not more)
efficient as working in the office.
The added benefits of more flexibility and less commute time could easily
translate into a better employee experience (EX) which, in turn, leads to better
CX, and great CX directly impacts the bottom line—since 1998, the companies on
the Fortune 100 Best Companies to Work For list outperformed the S&P by nearly
two to one. Those companies focus on creating an irresistible culture that
empowers employees and makes them feel aligned with the company’s mission. They
know that their competitive advantage is its employees, and they do everything
they can to make sure they have an incredible experience.
The necessary shift to remote work and remote methods of customer feedback had
an interesting consequence. Teams that were previously set in their in-person
methods were forced to adapt to more remote approaches if they wanted to stay
competitive and remain customer-centric. Not connecting with customers because
of the pandemic wasn’t an excuse—teams had to find ways to not only maintain but
enhance their customer-centered processes and practices, no matter where they
were or what resources they had access to. As it turned out, much of that shift
was made possible through remote methodologies and platforms, and many teams
indicate that remote work and methods are here to stay because it enables teams
to empathize with their customers, anytime, anywhere.
It’s [remote research] faster, it’s less expensive, and we’re able to get
insights at scale pretty quickly. It would be pretty hard to go back to
traditional research methods.
MEREDITH MCNEILL
Senior Director of User Experience, Rothy's
HEAR REAL PEOPLE TALK ABOUT TRANSITIONING TO REMOTE WORK
5:03
PART 2
The pandemic has intensified the focus on CX
THE PANDEMIC HAS INTENSIFIED THE FOCUS ON CX
One side effect of a global pandemic is that it strips many teams of the luxury
of analysis paralysis. Most companies are pivoting to meet the needs of their
customers in a completely new environment, making anything that doesn’t directly
impact the customer experience (CX) or the bottom line, a lower priority. This
ends up helping teams cut through the noise and zero in on how they can make the
most difference in the experiences that matter to their customers.
The experiences that matter, despite our new remote-centered culture, aren’t all
digital, either. The world still functions in analog and needs solutions to
handle those situations.
The restaurant and retail industries are great examples. Many restaurants and
brick and mortar retailers struggled during the pandemic and had to find ways to
take something that’s decidedly an in-person experience and make it safe for
employees and customers alike.
HEAR USERTESTING CUSTOMERS TALK ABOUT THEIR EXPERIENCES
3:20
While in-person dining and shopping may look very different, consumers still
expect the same level of service and experience from their favorite brands—even
if that experience has transitioned from a point-of-sale transaction within a
physical location to a buy online, pick-up in-store, or curbside one.
Consumers’ interactions with companies may have shifted, but their expectations
are as high as ever (if not higher).
Some companies even doubled down on CX in the wake of the pandemic, increasing
their investments in customer feedback and user research. And many foresee
increased dependencies on feedback in the year ahead, too.
And when asked about their organization’s progress with digital transformation,
the vast majority, 71%, noted that they’re either in-process or have completed
their digital transformation. This is a sharp increase from when we last asked
the question in our survey, in 2019, in which only 56% said they were that far
along in their journey.
This indicates that the pandemic helped motivate teams to dedicate more time and
resources to digital transformation in an effort to improve overall CX. Digital
transformation initiatives which may have been on the roadmap years from now
were thrown into the spotlight as teams pivoted to find ways to connect with
their customers through more digital channels.
Yet despite all this newfound focus on CX, many teams note that their
organizations are still in the early stages of a mature, established CX
practice, with 60% of the people surveyed indicating their organization either
doesn’t have a CX strategy in place or is only reacting to issues as they arise.
What we took for granted in the relationship between our brands and products
with the customers served, took a severe detour. Trust and safety became a
priority for employees and customers. Brands and products that delivered on
these promises became paramount to their ongoing success.
JEFF HARVEY
Head of Partner Ecosystem, Qualtrics
HEAR REAL PEOPLE TALK ABOUT HOW THE PANDEMIC INTENSIFIED THE FOCUS ON CX
6:24
PART 3
Teams have to do more with less
TEAMS HAVE TO DO MORE WITH LESS
Time and resources seem to always be in short supply for teams large and small,
and the pandemic didn’t help matters. Nearly 70% reported that either spending
or workforce was reduced as a result of the pandemic, and over half (53%)
reported an increase in their workload.
Add to this the fact that 46% of teams reported a pivot in their product or
service—something previously not on their roadmap—as a result of the pandemic,
and it’s easy to see how teams will be searching for ways to do more with less.
I’ve never seen [consumer] behavior change so rapidly, and I’ve never seen
companies pivot so quickly.
JANELLE ESTES
Chief Insights Officer, UserTesting, HiWorld keynote
Over half, 53%, report that they don’t have time to gather user/customer
feedback before their deliverables go live.
Yet despite all this, the vast majority of teams, 72%, expect the frequency of
customer/user feedback to increase in 2021—barely anyone felt it would
decrease.
The resounding message here is that no matter what, teams need to step up their
CX game and meet their customers where they’re at. Lack of time and resources,
or increased demand and workload can’t get in the way of creating great CX,
requiring teams to work smarter and more efficiently than ever to stay
competitive and continue to exceed customer expectations.
WHERE DO WE GO FROM HERE?
The pandemic has accelerated many changes within the industry that were already
underway, pushing customer-centric cultures and strategies into the spotlight,
no longer as options, but as a necessary means of survival for every company.
The leaders and laggards will be defined by their continued ability to evolve
and adapt in uncertain times, all of which hinges on their commitment to giving
their customers a seat at the table and a voice in how their products and
experiences are brought to market.
The world—and the work we all do—will never be quite the same. The teams and
organizations that use this opportunity to step up to empathize with and meet
the ever-changing needs of their customers help define the new benchmarks for
great CX for years to come—no matter what challenges those years may bring.
The people on our team who are doing research are very busy. Their plates are
full. But we're also spending a lot of time trying to democratize research so
that we can put the research into the hands of more people so that we can do
more with less.
BECKY SHERMAN
Director of User Experience, Fortune 500 Airline
HEAR REAL PEOPLE TALK ABOUT THEIR TEAMS DOING MORE WITH LESS
2:51
PART 4
Methodology and survey results
METHODOLOGY AND SURVEY RESULTS
In this eighth annual Customer Experience Industry Survey, we asked over 4,700
professionals from around the world* across a wide variety of industries how
their organizations are approaching customer experience and conducting CX
research.
The survey was divided into sections based on the respondent’s job role, plus a
set of general questions asked of everyone.
* Asked of everyone
* Asked of marketers
* Asked of researchers
* Asked of designers
* Asked of product teams
* Asked of executives
*COUNTRIES REPRESENTED IN THE SURVEY
Australia, Canada, France, Germany, Italy, India, Mexico, Singapore, Spain,
United Kingdom, United States
ASKED OF EVERYONE
ASKED OF MARKETERS
ASKED OF DESIGNERS
ASKED OF PRODUCT TEAMS
ASKED OF RESEARCHERS
ASKED OF EXECUTIVES
Additional resources
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