In today’s experience economy, differentiating your brand means keeping a pulse on the latest trends in customer experience. And one thing is clear from the latest trends list from Avtex: technology, along with the pandemic's implications, are impacting not only our experiences but also how businesses react.
25 Trends Impacting Experiences in 2022
In today’s experience economy, differentiating your brand means keeping a pulse on the latest trends in customer experience. From CX disciplines, to CX applications and technologies, there’s a lot that goes into fueling exceptional customer experiences, so it can be difficult to prioritize the areas your organization should focus on. That’s why our experience experts have identified 25 trends impacting experiences in 2022 to help your organization kickstart your year.
1. The Great Resignation appoints employee experience center stage
According to the U.S. Bureau of Labor Statistics, 4.3 million Americans left their jobs in August 2021 alone. The rules are changing for attracting, retaining and hiring employees. Organizations will need to prioritize the employee experience to thrive in 2022 and beyond.
2. Organizations will refocus on human centered experience design
63% of leaders said COVID-19 made their organizations embrace digital transformation sooner than they expected. But have those digital channels been humanized? We’ll see a trend toward humanizing digital as companies work to embed more brand personality and purpose into channels to create meaningful interactions.
3. Omnichannel will be key to delivering a seamless, total experience
90% of customers expect consistent interactions across all channels. Delivering a seamless, total experience will be key to differentiating your brand against competitors.
4. Data, analytics and prescriptive AI leads to more hyper-personalized experiences
According to Gartner, Worldwide AI software revenue is forecast to total $62.5 billion in 2022, an increase of 21.3% from the prior year. 2022 will reestablish the importance of effectively leveraging large volumes of data from multiple systems, multiple sources, and across all ends of your organization.