3 In this trends report you’ll 昀椀nd: What’s new in ‘22 3 trends having the biggest impact 4 “Road to optimization” playbook 5 “Welcome to the future” assessment 6 Challenges and opportunities For the chief customer o昀케cer 8 For the VP of customer service 12 For the line of business GM 16 For the chief operating o昀케cer 20 For the chief information o昀케cer 24 A practical example 28 Next steps 29