Hey Community! The 5th edition of the CX review is out. We surveyed experts and practitioners to identify and unveil CX trends that will likely play out in 2022. Read it here. And this is your chance to explore the topic with our in-house specialist, Meeta Sharma.
Grab a cup of coffee, and hang out with us on 28 February at 9:30 AM PT to dive deeper into these CX trends. Ask questions, get insights, and network with your peers.
To help you get a head start on the coffee chat, here are some of the high-level takeaways from all the interviews and research we did:
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There will be more CX representation at the top table. The role of a CXO will become essential and hence more defined. CX veteran Greg Tucker shares the defining tenets of their role.
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Basics, consistency, and focus will define customer experience in 2022-Gurnoor Dhillon, CEO at GoToko explains why simplicity is the ultimate sophistication.
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Experiences will move from automation to prediction. It would mean that CX teams will operationalize using predictive analytics. Because surveys, they realize, don't paint the best picture of a customer's reality or their expectations. The issue speaks about some best practices.
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In addition to tackling customer journeys on owned platforms and products, CX teams will spend time investigating "dark journeys" that pan out from partner ecosystems. Think G2, Capterra, and more.
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Data privacy has been a topic of discussion for a while. Still, CX leaders (particularly those building innovative experiences) are looking at it more positively this year, mainly because that's a healthy attitude to carry into the year.
Do you have any questions about these trends? Would you like to share your predictions with us? Share your thoughts with us in the comments below:
A few cues to get you started:
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How can I make CX a priority for my organization?
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What traits should I look for in my next CXO?
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How can customer segmentation impact customer experience?
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How to get started with Predictive Analytics in FD?