The Future of CX: 2022
The consumer of 2022 has grown used to digital-first experiences. They expect businesses to continue raising the bar.
These are the 5 big trends around customer and business behavior that will define CX in 2022.
Trend 1
Consumers want speed. And businesses will be forced to adopt a digital-first mindset to deliver it.
With consumers engaging from their choice of physical, traditional, or digital channel, businesses will have to unify conversations across them.
Businesses that use familiar channels to make customer service accessible & convenient will win.
Business leaders will have to rely on technology to enable agent productivity while prioritizing agent well-being.
Businesses that harness the potential of AI to predict customer needs and delight customers at scale will stay ahead of the curve.
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