Customer Experience (CX) is a top priority for businesses in 2022 and is fast becoming a key differentiator for the top brands, according to the Customer Experience Live Intelligence Report for 2022, launched at the Customer Experience Live Show Middle East.
The Customer Experience Live Show Middle East ran 15-16 November 2021 and was dedicated to the regional CX industry. Organized by Customer Experience Live, the event saw over 50 senior CX leaders share insights on how they transformed CX into a growth lever for their organisations.
Investments in CX
The report states that 60% of regional companies are looking to invest in solutions that will strengthen their data framework. 66% of organisations plan to invest upwards of $200,000 in CX next year and 14% will be investing between $500,000 to $1,000,000.
51% of companies show an increased drive towards digital transformation implementation or expanding AI, chatbots, analytics, and cloud capabilities.
49% of companies cite data analytics and data security as central to CX – leveraging data analytics to analyse feedback responses and drive insightful decisions whilst having strong data governance.
57% of companies will re-evaluate customer journey mapping platforms in 2022.
43% will be investing in Intelligent Chatbots in 2022 to enhance omnichannel CX.
Data and technology
Ayusha Tyagi, Managing Director, Customer Experience Live, said, “The experiences that a brand provides throughout the customer journey will either help build a lasting relationship with the customer or tarnish one. 60% companies are investing in solutions to strengthen their data analytics framework and leveraging data insights in future product and service design. Customer experience weaves around operational excellence, service design excellence, and digital transformation. Companies must attain internal alignment on how data is collected and used across these functions to achieve overall success.”
According to the authors of the report, technology plays a key role in shaping CX. Intelligent use of data, analytics, and technology can help deliver actionable, tangible experiences that can turn into relationships. Business leaders need to transform their organizations to be more customer-centric in order to survive market competition.
The full report is available for download here.
