Experience 2030: The Future of Customer Experience Canada

Customer experience has never been more important than it is today. Customers in today’s marketplace are digital beings who expect personalized experiences. Understanding this and embracing customer experience is mission-critical for any brand that wants to survive and thrive in the age of disruption.

In 2019, we partnered with SAS to better understand all things customer experience, including defining what it is today and how it will evolve through the next decade. Opinions from more than 4,000 consumers, executives and marketers made up the findings of the study. The results of this effort were highlighted in Experience 2030: The Future of Customer Experience is… NOW!, published in October 2019.

A year later, we again partnered with SAS to explore the state of customer experience specifically in the Canadian market. Its unique market is more closely aligned with Europe than America which we felt would be an interesting study. Experience 2030: The Future of Customer Experience Canada details our findings informed by the opinions of Canadian consumer executives, technology professionals, and others.

In this report you’ll learn:

  • How Canadian consumers are using smart technologies
  • The importance of immersive technologies in the future of engagement
  • Why the future of consumer engagement must involve digital trust
  • Key drivers of brand loyalty
  • What will define customer experiences in 2030

Understanding where the Canadian consumers are in today’s marketplace can help both national Canadian organizations and international organizations better develop customer experience strategies for the future that will meet and ultimately exceed customer demands. If implemented effectively, these new strategies could positively impact the bottom line and set organizations apart from the competition. If you are responsible for customer experience in your organization or if you’re interested in learning more about customer experience in the Canadian market, then download your copy of Experience 2030: The Future of Customer Experience Canada, today.


In partnership with:

sas logo

Download Now

At Futurum Research our three key focus areas are research, analysis, and insights. We also provide a full offering of advisory services geared towards helping organizations adapt to new technologies and operationalize digital transformation, along with other services through our sister companies Broadsuite Media Group and V3 Broadsuite.

About the Authors

Daniel Newman is the Principal Analyst of Futurum Research and the CEO of Broadsuite Media Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise. Read Full Bio

Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”

Fred is an experienced analyst and advisor, with over 30 years of experience in the digital and technology markets. Fred launched the equity research team at Samadhi Partners and provides marketing strategy through the Wasabi Rabbit digital agency. He previously served as an EVP and Research Vice President at HfS Research, launching its Digital Trust practice and coverage of emerging “trust-enabling” technologies. Read Full Bio.