CX Leaders Trends & Insights

2022 Corporate Edition

An Execs In The Know Report 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.

This report, the CX Leaders Trends & Insights: 2022 Corporate Edition, is the follow-up to the 2022 Consumer Edition report of the same name released in October 2022. Together, the pair yield a 360-degree view of the customer experience (CX). From preferences to outcomes and the journey in between, the CX Leaders Trends and Insights series is designed to provide a wide lens view of the industry, touching on many topics, including consumer preferences, CX strategies, best practices, and so much more.

Results are further enhanced by Practitioner Perspectives, snapshot commentaries from CX leaders who are today driving CX excellence across a variety of industries. Unique to this edition is the Consumer Comparison section. This section provides a number of select findings that allow the reader to compare and contrast results from the two separate editions, providing unique insight into sometimes differing perspectives.

Key Insights

  • Seventy-four percent of CX leaders indicated their organizations are already taking significant or modest actions to address economic uncertainties
  • Eighty-six percent of CX leaders felt their organizations were generally meeting the customer care needs and expectations of customers
  • SMS/Text remains the most highly planned for solution in the short-to near-term, followed closely by Chatbot/Virtual Assistant, Video Chat, and Kiosks
  • Seventy-seven percent of survey respondents describe the shift to WFH as having a “Very Positive” or “Somewhat Positive” impact on meeting customer needs and expectations, up from 66% in 2021
  • Thirty-eight percent of companies measuring the entire customer experience across all channels
  • Only 31% of CX leaders are “Very Satisfied” or “Satisfied” with the CX technology stack

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    CX Leaders Trends & Insights: 2022 Corporate Edition report.

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practitioners' perspectives

A massive 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, ACT, a leading provider of performance-driven contact centers and back-office support services. ACT’s commentary can be found on pages 6-11.

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