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CX Leaders Trends & Insights

2022 Consumer Edition

An Execs In The Know Report Series

  

CX Leaders Trends & Insights Series

CX Leaders Trends & Insights provides in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including commentary and analysis from Execs In The Know community members.

The CX Leaders Trends & Insights Series is published twice yearly,
including a fall Consumer Edition and a late winter/early spring Corporate Edition.

CX Leaders Trends & Insights

Consumer Edition - Published October 2022

The past two years have brought about tremendous change within the customer experience (CX) industry — from the shift to work-from-home (WFH) to an industry pivot toward greater reliance on artificial intelligence (AI) and automation. Furthermore, consumers and companies alike have placed more emphasis on things like wellness, well-being, and an improved work-life balance. All of these aspects have combined to change consumer expectations. This report, along with the data and analysis it contains, seeks to describe exactly how well brands are currently performing in meeting these shifting expectations.

Along with several new individual questions, this year’s report also includes an entirely new section, The Happy Consumer, aimed at gaining a deeper understanding of how well the current consumer experience is resolving a customer care issue or inquiry. The report also continues to examine critical topics like The Multichannel Journey, Self-Help Solutions, Opinions, and Expectations.

Key Insights

  • Text-Based solutions had sizable year-over-year (YOY) gains with 35% of consumers naming them as their most frequently used solution (page 13)
  • “Difficulty in Reaching a Live Person” was the top frustration among consumers (page 15)
  • Preference for Text-Based solutions edged out their preference for Voice-Based solutions in 2022 (page 59)
  • Better communication (listening and speaking) ranks as a top consideration among consumers (page 56)

Time and again, the Execs In the Know (EITK) community of CX leaders (as well as the wider industry) has shown itself to be resilient, inventive, and adaptable to virtually any challenge and change. Consumer preferences and perceptions continue to shift, and it is our hope that this research, the CX Leaders Trends & Insights series, can provide a window into that change.


practitioners' perspectives

A heartfelt thank you to all the CX leaders who contributed their
insights and experiences as a part of this release’s Practitioners’ Perspectives.

These individuals include:

We’d also like to take this opportunity to thank our edition sponsor, Zenerate,
our distinguished partners and collaborators on this report. Zenerate’s commentary can be found on pages 6-9.

 

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