CX Annual Report
Customer experience in 2022
Need to know what consumers want in 2022? So did we, so we asked 3,000 of them worldwide – and found some surprising answers.
Are you experienced?
What do consumers actually want this year?
Trend 1
Consumers are facing a tsunami of notifications, with certain types doubling in volume from 2019 to 2020 – but could these communications offer more value? We found that consumers would love messages to include rich content such as:
Trend 2
When it comes to business – any business – trust is everything. Every customer engagement, regardless of channel, is built on it. We found strong links between a great customer experience and trust in a brand, across a range of industries:
Trend 3
2022 is the year that CX goes beyond omni-channel into truly seamless communication. Any channel, any time – one conversation, multiple options. We found that chatbot interaction was on the rise and that a blend of AI and human was finally able to deliver a more natural and satisfying customer experience:
“Today, 89% of consumers say they want two-way conversations via messaging channels and apps. They want rich experiences that give them the power to take action.”
