7 Customer Experience Trends to Watch in 2022

7 Customer Experience Trends to Watch in 2022

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1 Offering a seamless omnichannel experience

Today’s customers want to connect with brands on their favorite channels—from social media to phone to instant messaging and beyond. This new trend is redefining the way in which brands are interacting with their customers.  Being able to meet your customers where they are active is no longer just a competitive advantage but a 

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1 Offering a seamless omnichannel experience

customers basic customer expectation. Not meeting those customers where they are is a sure way to lose their loyalty.  Brands must offer a seamless and consistent customer experience across all digital channels while keeping the traditional voice channel robust and efficient. It is important to map out a seamless customer journey that ensures easy 

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1 Offering a seamless omnichannel experience

switching between channels and agents who are trained to manage each channel flawlessly.  In addition, a CRM solution integrated in omnichannel contact center software can ensure a 360° vision of each customer for deeper customer knowledge. In this manner, agents can identify customers quickly at the moment of 

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1 Offering a seamless omnichannel experience

contact and offer more efficient and personalized service without askingto repeat information.

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2 Fostering stronger customer relationships

Companies also need to invest more in fostering stronger customer relationships. While customers appreciate and even expect advanced technologies to assist them, they still look for a human connection.  Even if your chatbots are more than capable of answering simple level 1 customer demands, customers want to be able to talk to agents when needed.  

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2 Fostering stronger customer relationships

They need empathy from agents when they are frustrated and have wasted time trying to solve an issue.  Training agents to improve their listening skills and show empathy for customers is essential to building solid customer relationships. Even though you can’t deliver a great customer service without technologies, enhancing 

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2 Fostering stronger customer relationships

customer experience involves human interaction.

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3 Listening closely to VoC

For companies to truly understand what their customers want, a data-driven approach is essential.  Without taking an in-depth look at contact center metrics and customer feedback in all its forms, companies can never create the experiences that modern customers are looking for. Voice of the Customer, or VoC, involves gathering 

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3 Listening closely to VoC

customer data and feedback from all channels and using the information to create stronger customer relationships.  Customer feedback is perhaps the most valuable resource of all that needs attention, as it tells you exactly what your customers are thinking and what you can do to improve. To better understand your customers, develop a VoC 

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3 Listening closely to VoC

strategy that captures information about customer frustration, satisfaction, needs, and expectations.

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4 Empowering customers with self-service

Our modern society has become more fast-paced, and so have the people living in it. People are no longer willing to wait for what they want—they want everything now.  This also means that customers want to save time, and brands must meet this need for speed by offering better self-service options. IVR menus should be designed to 

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4 Empowering customers with self-service

direct customers quickly and efficiently to the option they need. For example, a customer should be able to check an account balance or delivery status swiftly with the assistance of advanced speech recognition technology if needed.  IVR systems with intelligent skills-based routing can also direct customers to the most 

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4 Empowering customers with self-service

qualified agent available if human assistance is required.  Your company can also promote self-service with the use of AI-powered chatbots and virtual assistants.

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5 Adopting recall technology in the call center

Call center agents have a tremendous responsibility to communicate with customers efficiently. While every second counts, the quality of a conversation does as well. Yet, agents are human and make mistakes.  To ensure that agents keep communications clear and professional, some companies are turning to recall technology 

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5 Adopting recall technology in the call center

for use in their call centers. This fairly new technology enables agents to delete or correct messages quickly in real time without interrupting the flow of a service experience.  Ultimately, contact centers save time and money while offering personalized and efficient customer service. However, many contact center solutions 

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5 Adopting recall technology in the call center

and customer service centers have not yet adopted its use as the trend is just starting to develop.

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6 Using data analysis metrics to improve customer experiences

Companies continue to leverage data from their reports and analyses to improve customer experiences. Data-driven customer experiences help improve the customer service delivered. Real-time dashboards provide valuable insights about agent performance across all channels, telling companies exactly where and how service 

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6 Using data analysis metrics to improve customer experiences

may be improved. For example, contact center supervisors may monitor KPIs such as NPS, CSAT, and FCR to determine service quality.   By analyzing the metrics from your agents and customers, your company benefits in two ways. First, you can better understand your customers’ expectations. Secondly, you can better monitor agent progress 

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6 Using data analysis metrics to improve customer experiences

and identify their strengths and weaknesses. By identifying and understanding these metrics as a whole, your brand can redefine its customer experience strategy.  You can, for example, allocate agents to different tasks and varying levels of questions with regard to their skillset and expertise.

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7 Moving contact centers to the cloud

Cloud adoption has been a major contact center trend for years, and it’s not slowing down. The cloud offers numerous benefits for companies aiming to optimize their customer experiences.  Cloud solutions are affordable with quick and easy implementation, which is especially important during unpredictable time periods 

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7 Moving contact centers to the cloud

such as the current pandemic. This scalability and flexibility enable contact center agents to work on site or remotely, and additional agents can be added as businesses adapt to changes.  Everything is securely stored and managed in the cloud, with no need for expensive hardware.

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