Introduction The world is changing, and the quality of the experiences you provide needs to keep up The world can change overnight, but some things never change. Two key examples: the imperative for organizations to innovate, and the need to meet demands from the business and customers alike. The customer experience had to be completely reimagined for an increasingly digital, contactless world. And while organizations rose to meet the challenge, new issues are still cropping up—especially when it comes to the global economy. 1 Since 2020, the economy has operated at only 90-95% of its capacity. That’s not distributed evenly, of course: while some countries are doing well, others are struggling. All of which means that customers have less buying power and less disposable income, and with uniformly good customer service across organizations, there’s less to di昀昀erentiate one company from another. In other words, service doesn’t just need to meet a high standard. It needs to stand out. It needs to be exceptional. To keep your organization competitive, check out the trends, challenges, and opportunities that will de昀椀ne the customer experience in 2022.