2020 has been an unpredictable year. It has forced retail brands to rethink the way they conduct business overnight, shining a huge spotlight on improving customer experience. According to Forrester, the number of brands that improved CX almost doubled, to 27%. And customers have been rapid to adapt to new trends and technologies, which has meant that brands who've failed to keep up have struggled. So, to keep you ahead of the curve, we're going to be talking about seven customer engagement trends for your retail business to take notice of in 2021. Let's dive in!