2021 was a year of adjusting to the ‘new normal’. In 2022, businesses should take a step back and review their customer experience strategy with a critical eye, looking at how digital transformation can improve efficiency, boost trust and reduce operational costs.
With organisations looking to prioritise automation, hyper-personalisation and digital self-service in a bid to meet customers’ ever-rising expectations, the CX investments mean businesses are undergoing rapid change to processes and technology in an effort to make CX a competitive advantage.
But where should those investments go – and which changes will deliver the greatest value for your business? This guide explores the top 7 trends set to shape CX in 2022 (and beyond).