2020 2022 Consumers Multi-Channel 
Lumoa
FEBRUARY 14, 2024
The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own.
West Monroe
JANUARY 25, 2022
In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. Consumers still want an omnichannel experience. This outlook will not include an analysis of M&A trends.
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Comm100
MAY 20, 2022
Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. 31% of U.S.
Kustomer
JANUARY 7, 2022
While the holiday won’t be as fraught as the 2020 season, there will still be a fair share of challenges and obstacles to hurdle. That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022.
Forcivity Salesforce
APRIL 1, 2022
Improving customer experience (CX) is a top-five business priority in 2022, according to 64% of the 1,100 executives surveyed by the Harvard Business Review Analytics Services. As this generation of tech-savvy consumers continues to grow, so will the demand for accessible, affordable options made available through fintech and other means.
SurveySensum
JANUARY 26, 2022
Top customer experience trends in 2022. A boost in multi-channel service. Customer Experience trends that will take over in 2022! Top customer experience trends in 2022. Maintaining equilibrium between human sense and automation is one of those things that will receive extra attention in 2022. . Conclusion.
Magellan Solutions
JULY 28, 2021
The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. In research conducted by BigCommerce and Retail Dive in 2020, 46% of retail executives said they planned to increase their investment in omnichannel retailing moving forward, compared to their plans prior to COVID-19.
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