Aspects of customer experience (CX) that are on top of customers’ minds will be greatly focused on by brands.
With COVID-19 impacting supply chains and growing consumer expectations, brands will rethink their CX strategy in the coming year, as per Forrester. The economic turmoil will drive CX leaders to design and deliver CX experiences that are more aligned with consumers’ needs.
As more consumers migrate to brands that treat employees better, businesses will adjust to these trends and enhance employee welfare programs. Moreover, even employees are looking out for opportunities with organisations that take care of them.
As brands recover from product supply shortages and empty shelves, they would have to enhance their CX strategies to stand out from the competition. In 2022, brands are expected to retain the pandemic-era services, invest in tech vendors, and build privacy-compliant experiences.
[3 minute read]