What’s new in ‘22 4 Trend 1: Experience is the Trend 2: Rework Trend 3: Smarten up new sales and reward The good news: 81% of Americans report that businesses Here’s something to consider: 80% of call center agents According to one estimation, 40% of all customer interactions 2 9 are meeting or exceeding their expectations for service . say that having up-to-date customer service software will be automated by 2023. There’s a catch, though: 82% of US The bad news: ditto. is critical to their engagement, but only 35% have and 74% of non-US consumers desire more human interaction, 6 10 access to it . In other words, the people tasked with not less . Standards are high. It’s no longer enough to just provide keeping customers happy don’t have the tools to do good service. Organizations need to stand out from the their job, and organizations are paying for it—59% of Don’t despair just yet, though. As a Deloitte report suggests, crowd, and to do that, they have to 昀椀nd better ways to customers will walk away after several poor customer “marketers should aim to create a more integrated machine– 7 address customer needs and provide additional value. services experiences, and 17% give up after just one. human hando昀昀 to better serve customers and support They need a business experience model that extends 11 employees .” As repetitive queries and manual tasks are past traditional customer touchpoints and in昀氀uences It’s clear that things need to change. Siloes need to automated, employees will have more time to focus on product innovation, employee experience, and even the be eliminated. Cross-function collaboration needs to specialized requests and escalations. Even better, they’ll organization’s purpose and values. And most importantly, become the new normal. And the walls between the have the resources to focus on more strategic priorities: they need to rede昀椀ne the customer in a way that puts front, middle, and back o昀케ce need to be knocked solving issues before the customer even knows anything’s positive experiences 昀椀rst. down, so employees can manage and see case happened, identifying what assets to prioritize during volatile activity, prioritize tickets, and work together. circumstances, de昀椀ning a novel service o昀昀ering, and more. This isn’t just a B2C trend, either. Gartner predicts that B2B companies that provide e-commerce personalization will But that’s only one hurdle. The next? Retaining top In other words, working smarter really is better than working outsell by 30% compared to those that don’t3 talent in a time when 40% of employees are at least harder. . “somewhat likely” to leave their job in the next six 8 months . Skilled employees make for happy customers, How many B2B CMOs consider the customer after all—and unfortunately, the opposite is true, too. of all customer interactions will be 4 86%experience to be “very important” 40%automated by 2023 How many of those same CMOs report 57%marginal CX performance4