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Six Trends Shaping The Future Of Customer Experience In 2022

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The customer experience trends are becoming the main differentiator for the success of businesses in 2022. Today, businesses that promote and enhance customer experience are gaining a competitive advantage in the market.

To keep up with the increasing demand for e-commerce, businesses are focusing on strengthening their online operations. The reason behind customers preferring the online market rather than the retail market is the unfortunate COVID pandemic in 2020.

According to a global survey, more than 80% of customers preferred online shopping in 2020. Since then, more people are preferring the online marketplace and getting better deals. It ultimately forced businesses to change their customer service strategy to remain in the game.

The customer experience (CX) is rapidly evolving, whether it’s to secure customer data by implementing IT security risk assessments or to interact with prospects using AI-powered chatbots.

What is customer experience?

The customer interactions and numerous factors such as branding that form a customer’s view of a business are known as customer experience.

Customer experience addresses how customers feel about a business in different stages of their purchasing process, i.e., pre-purchase, product usage, and post-purchase.

Customer service is not quite the same thing as customer experience. It is only one part of the overall customer experience.

If you want to improve your company’s consumer experience, you won’t want to miss out on the following trends.

Trend #1: Artificial Intelligence (AI) all the way

Businesses can acquire a much more precise picture of their customers by using AI and machine learning for collecting and examining social, behavioral, and historical data.

AI is able to predict client behavior by regularly learning and analyzing their data. This enables businesses to deliver totally relevant content, boost sales prospects, and enhance the customer experience.

There are various uses of AI that assist in handling customer information and creating an ideal customer profile. Here are some of them:

1. AI Chatbots:

Businesses are gradually relying on chatbots for automating interaction with customers. Chatbots enable services like customer care, customer engagement, promotional messages, and more.

Chatbots are not just stand-alone tools. It is an interactive tool linked to other platforms in the future. It will be used as a chatbot mascot that can communicate with customers across all of the communication channels, including a website, chats, and social media.

Customers will be able to browse products and track their purchases via messaging bots. No-code bots minimize the time, effort, and complexity of development by providing code-free functionality, design aspects, and actual data analysis.

2. Virtual Assistants

Virtual assistants recognize and respond to natural language commands. More and more customers are using AI assistants like Siri and Alexa in their daily routine.

These assistants assist customers in browsing, order and canceling items directly from their devices. It provides a more personalized shopping experience.

3. Customer Relationship Management (CRM)

CRM platforms will integrate AI to boost predictive analytics and online decision-making. The AI will generate patterns about customers’ decisions by analyzing their shopping history to recommend them better services.

CRM and AI will assist businesses in evaluating the customer journey to keep the customer satisfied with their services.

Trend #2: Deliver Omnichannel Communication

The use of multi-channel has become a key aspect in delivering exceptional customer service and accelerating business growth. Various cloud telephony service providers incorporate multi-channel communication in contact center software to interact with customers from their preferred channel.

However, the future of customer experience relies on omnichannel communication. Businesses will obtain a direct perspective of their customer journey through every touchpoint with omnichannel.

When a company advertises, sells, supports customers across different channels, and treats each touchpoint in the customer journey as one seamless connection is an omnichannel customer experience.

Customers can interact with a business through any communication channel without losing their conversation history. The omnichannel solution stores every customer interaction to avoid asking the same question over and again.

Omnichannel technology will present optimum data to businesses based on real-time statistics. This will allow employees to customize the customer experience of each customer across different channels.

Trend #3: Good Employee Experience = Good Customer Experience

To give a good customer experience, businesses should make sure their employees are happy and proactive. This trend has been going on for a long time and is a necessary factor to shape a better future for giving a good customer experience.

Employee experience is critical because it affects satisfaction, productivity, customer experience, and business revenues. A better employee experience matters directly and also impacts the growth of customer experience.

The positive productivity and dedication while doing a job is a sign of having a good employee experience. When employees do a proper job, it enables customers to get a better experience and services. As a result, there is an increase in customer loyalty.

The loyal customers of a business spread positive reviews to potential prospects and purchase from them repeatedly. Upselling to existing customers is easier and cheaper than upselling to new consumers since they trust the business and their product.

Businesses should look forward to spending money on employee experience. It is a win-win situation for both businesses and employees. It leads to excellent customer experiences and retention.

Trend #4: Focus on Hyper personalization

While personalized service generally entails addressing customers by their first names and monitoring their preferences, hyper-personalization takes it to a whole new level. It uses customer data to tailor and customize real-time customer experiences, offers, and content for customers.

Customers are already receiving personalized service or tailored experiences from most brands, so hyper-personalization does not look like much of a step forward. However, it enhances the customer experience to be more delightful and impactful.

Hyper personalization demands customer engagement. Businesses should create a personalization strategy in such a way that attracts customers to give time to their products. Browsing and purchase history are some of the factors that play into hyper-personalized offers.

Showing up with empathy will help businesses to build customer trust in tailored experiences. Customers should interact with an agent and then train your agents to be compassionate listeners and responders.

Trend #5: Smartphone is the key

The majority of customers shop online using their smartphones. Today, mobile is the most popular device for accessing the internet and browsing necessary content.

When businesses develop e-commerce applications and websites, they should concentrate more on making distinct apps and websites for mobile phones. The reason behind this is that as we approach 2022, the rate of buying and selling products from smartphones is significantly high.

Mobile customer service has the highest anticipation when it comes to offering a pleasant client experience. A company with a poor mobile presence is likely to lose the majority of its clients.

More than half of your customers are more aware of how a brand’s website appears on mobile devices but still would not give a review of the bad design.

Furthermore, 50% of buyers are unlikely to visit a website that is not functioning properly on a mobile device. That indicates that in 2022, a company should place a greater emphasis on offering a better mobile experience for customers in order to increase engagement and revenue.

Make sure when customers use their mobile devices to contact customer service, the procedure should be quick and easy.

Companies that wish to take advantage of this trend to improve CX should concentrate on enhancing website navigation, lowering load times, and improving mobile site search.

Trend #6: Contact Center Solution is the future

The importance of contact center software in a business is rapidly increasing. Most brands are putting a greater emphasis on contact center operations. The trends aren’t showing any signs of slowing down.

Customers are quickly turning to get contact center services for reassurance. The trend started with the global pandemic since most customers were undergoing difficult circumstances.

As a result, the contact center will continue to be a brand’s face and point of contact in 2022. Any contact center restrictions will impact how clients obtain in-person customer care.

As we approach 2022, the responsibilities of a contact center continue to expand, as does its importance to any brand. Incoming customer conversations are completely in control under contact centers.

Revenue generation, customer service, and affiliate marketing activities are also responsibilities of contact centers. Businesses should anticipate gathering large data from customers via contact centers and handling data analytics in other parts of the business.

To wrap up

Customer experience should be the topmost priority for small to large businesses in 2022. In this article, we discussed the six important customer experience trends that should be visible in your business if you want to stay in the market competition.

Regardless of industry, a company can create a fantastic customer experience by operating responsibly and in a way that benefits its consumers.

Customer feedback is critical. So you should swiftly recognize and follow up on negative feedback to make changes that satisfy your customers.

Customer experience is not just about embracing the latest and greatest in technology. It is also about strategizing and implementing strong plans and commitments to offer a consistent brand image.

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