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CX TRENDS 2022

Unlock growth with emerging capabilities

Customers expect effortless interactions anytime, anywhere. Breakthroughs in AI, automation and conversational service enable personalised customer experiences that drive business growth.
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AI AND AUTOMATION

Take an intelligent approach to AI

Companies and customers are welcoming AI and automation with open arms. But 57% of businesses say their approach is reactive – not strategic. With the right plan, you can drive higher agent productivity, power better workflows and improve the overall quality of your customer service.

CONVERSATIONAL SERVICE

Win big with small talk

Over 70% of customers expect conversational service every time they engage with a brand. That means interactions that feel human – complete with gifs, emojis, photos and videos. Right now only 40% of businesses successfully deliver. Customer service that’s simple, convenient and familiar builds lasting customer relationships that drive growth.

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We’ll provide you with in-depth, actionable insights into how you can succeed. Gain instant access to these findings alongside our entire catalogue of CX Trends 2022 research.

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