The Global State of Customer Experience 2022

Alignment with target audience needs is crucial for protecting customer loyalty 

Covid-19’s worldwide disruption boosted the CX agility of many brands as business models were adapted to better incorporate stakeholder feedback. Last year’s Global State of Customer Experience report reflected this shift in the sharp year-on-year acceleration in Voice of the Customer (VoC) maturity. A trend which is charted to continue through 2022, according to this year’s CX Predictions Report. 
 
Two other prominent forecasts for experience management in 2022 include enhanced focus on blending automation with human contact and meeting expectations around social issues. A 2021 study from Deloitte found that almost a third of consumers surveyed stopped buying certain products because of ethical or environmental concerns.  
 
Empathetically tapping into key target audience needs, such as social responsibility and humanized digital interactions, can act as a smart retention tactic as brands demonstrate a level of respect and appreciation to customers and employees alike.  
 
This report gathers insights from 270 customer experience experts to map market opportunities and hurdles since the start of 2022 and forecasts for the remainder of the year. 

By reading the report, you will learn about:

• How your peers are reacting to the shifting nature of customer expectations.
• Avoiding common points of friction and tools for quick resolutions.
• How CX practitioners are responding to industry challenges.
• The tactics industry practitioners are deploying to maximize the returns they achieve from CX investments.