The Global State of Customer Experience Report 2022 reveals that customer loyalty is crucial for businesses, and that Covid-19 has boosted CX agility. The report forecasts that intentional VoC strategies, blending automation with human contact, and meeting expectations around social issues will be prominent in experience management in 2022. A Deloitte study found that almost a third of consumers stopped buying certain products due to ethical or environmental concerns, highlighting the importance of empathetically tapping into key target audience needs. The report gathers insights from 270 customer experience experts to map market opportunities and hurdles since the start of 2022 and forecasts for the remainder of the year.
