CX Leaders Trends & Insights
2022 Consumer Edition
An Execs In The Know Report Series
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.
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.
CX Leaders Trends & Insights reports provide in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including analysis and commentary from Execs In The Know community members. The CX Leaders Trends & Insights reports are part of a series that is published twice yearly, including a fall Consumer Edition and a winter/spring Corporate Edition.
Deep dive into some of the hottest topics within the industry. From Industry-based Reports, to Self-Help Solutions, Gig, Work-From-Home, AI, and more – put your finger on the pulse of the industry and discover which topics are being discussed and investigated within the Execs In The Know community.