However much technology we introduce into the way brands interact with customers, human connection remains an absolute must in delivering great experiences. And if this year’s CX predictions are any guide, Covid-19’s lasting impact is a greater need to humanise every engagement, digital, physical or otherwise.
As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.
1. A more human customer experience
Impact.com managing director for Asia-Pacific, Adam Furness, is one of many leaders expecting more ‘human’ experiences in 2022.
“One of the key consequences of the global pandemic has been the ‘humanisation’ of brands and businesses,” he
Article source: https://www.cmo.com.au/article/694003/12-cx-predictions-2022/
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