In the last two years, the coronavirus (COVID-19) pandemic has revolutionized the way that companies do business and relate with their customers.
Technology has become part of the individual’s routines and has started the so-called “New normal” of customer service, where the focus is meeting consumer expectations and improving the CX (Customer Experience) both in the physical and virtual environments.
This means that, in addition to working to provide quality products and services, companies have an extra challenge: discover, more and more quickly, what your customers want, in order to attract them and, consequently, retain them.
Considering that 2021 was the year of proximity, and that this close relationship between brands and consumers tends to be maintained as it is beneficial for both sides, experts revealed that, certainly, 2022 will be marked by many CX trends that will continue the customer-company relationship at all stages of the consumer journey.
CX trends: The main bets for 2022
Check below the CX trends that, according to experts, will be great bets for 2022.
1.The adoption of digital tools for managing and optimizing processes
According to experts, the “new normal” reinforces the idea that the digital era came to stay and will be a trend in the next few years.
Because of that, digital tools capable of managing and optimizing processes like Smart IVR, co-browsing, smart bots and processes automation, will be one of the main CX trends for this year.
According to these professionals, these tools will be fundamental to customer service success. They will be able to scale and store interactions, reduce service time, generate data that can be converted into powerful insights and facilitate strategic decision making.
2. Omnichannel solutions
Another great CX bet for this year is the bigger investment in omnichannel solutions.
The omnichannel service is a strategy based on the integrated use of different technologies and communication channels in order to strengthen the relationship between the company and the customer. Through this strategy, companies can focus their attention on improving the services offered to their customers and offering a more personalized service.
In the experts opinion, the company that offers a better experience will win consumer preference. Because of that, the big challenge will be attracting new customers and gaining their loyalty.
Considering that interactions have become more mobile, virtual and distributed during the pandemic, it becomes even more important for CEOs to invest in multichannel solutions that allow a quick service, without neglecting the quality of the service provided.
3. Bigger investment in digital transformation
Since the digital was boosted by the Coronavirus pandemic and marks the new era of services, another great CX bet for 2022 it will be the bigger investment in digital transformation. And projections indicate that the market is aware of this movement.
Surveys from the International Data Corporation (IDC) estimates that investments in digital transformation will continue to grow at an annual rate of 15.5% until 2023. In addition, by next year, 70% of all companies will have already accelerated the use of digital technologies.
The report “CX Champions: How CX Leaders who raise their game are driving business success”, made by the partnership of Zendesk with Enterprise Strategy Group, concluded that the customer-centric leadership is the new growth indicator. Besides that, Latin American companies that had already invested in CX were 6,5 times more likely to maximize their resilience during the pandemic.
Lastly, for 91% of CMO Brand Strategy and Innovation survey respondents, conducted by Gartner, the Customer Experience field is a priority at their digital transformation initiates.
4. Smart tools and data-driven will be essential to improve CX
In addition to highlighting greater investments in digital transformation as one of the major CX trends for this year, the surveys presented above also show that smart and data-based tools will be fundamentals to improve customer experience.
According to experts, Artificial intelligence, chatbots, virtual assistants and data usage were elevated to fundamental status throughout 2021, especially to improve the customer experience, which, in turn, will not give up an available, intuitive and effective service through various digital channels.
Still according to these professionals, closer contact with the customer, regardless of the communication channel used, will permeate the year of 2022. It is about the Experience Era, which will be marked by a new turn in consumer relations, with organizations realizing that a purchase is not the final objective of the strategies, but the relationship with the customer.
5. The adoption of customer-centric strategies in customer service
Another great CX trend that all CEOs should bet on is focusing its strategies on the customer, that means, adopting customer-centric strategies.
Experts explain that adopting a strategy that puts the customer at the center of decisions and allowing them unique and highly satisfying experiences is critical to business success and for companies that want to become a leader in CX.
According to them, the customer centric reflects not only a behavioral change of customers, but mostly of companies, which can no longer be tied to outdated service methods.
DNK is number one in solutions focused in CX for call centers and contact centers
Aligned with the market trends and needs, DNK offers the best solutions for Call Center and Contact Center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technologies together with a team of experienced professionals, took DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK cherishes excellence in customer service, providing their partners with tools and platforms with innovative and customizable functions in order to guarantee a satisfactory and unforgettable Customer Experience.
DNK’s solutions are smart and provide performance reports in real-time, which helps leaders and operators to analyze KPIs and identify possible optimizations in customer service.
In addition, DNK constantly conducts satisfaction surveys to increasingly improve its service, based on the opinion of its customers.
With DNK’s products and services, customer service is made through an integrated omnichannel platform, which connects all service channels (WhatsApp, voice, web, chat, among others) with fast customer’s data and information recovery, in order to provide a complete and satisfactory management of customer journey with differentiated results, maximum security and in compliance with the standards required by the LGPD.
The company is recognized by the market and awarded by its solutions and successful cases. Winner of the “Best Self-service Solution”category in the XXI Modern Customer Award and champion of the silver trophy at the 2020 Cliente SA Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to successful service.
