Critical Customer Experience Investments in 2022
Exploring the five most important investments to transform your CX for a human-centric era.
The pandemic ushered in a new set of customer expectations and increased the value placed on personal engagement. Machine-like, mass marketing and generic communications are now viewed as an annoyance. Consumers want to be individually understood and personally recognized—they want to do business with organizations that feel less like ‘order-takers’ and more like value-driven communities.
Enter: the human-centric era, where authenticity and emotion are the cornerstones of effective customer communications. Customers now demand that the human element be integrated into every stage of the customer experience, and the cost of not delivering is significant. According to Forbes, 86% of customers say that they are willing to pay more for a better customer experience.
Despite these rising expectations, many businesses continue to manage their customer experience in siloed solutions that aren’t built for a digital-first age—until now, that is. Global spending on CX is expected to reach $641B in 2022, and 76% of executives say that improving customer experience is a high or critical priority. 2022 is without a doubt the year for critical CX investments.
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