The Customer Experience Predictions Report 2022 highlights three key trends that emerged in 2021 and are expected to continue in 2022: customer centricity, sustainability, and democratizing data. Customer centricity remains a top priority, with 50% of CX practitioners surveyed reporting that customers will switch brands if they are unsatisfied. Sustainability is also becoming a key factor in buying decisions, with 80% of respondents noting that customers are becoming more conscious of a brand's sustainability practices. Finally, democratizing data and reducing data silos is a continuing priority for CX practitioners, with 18% of respondents ensuring that voice of the customer data reaches the right department.
