4 Digital Customer Experience Trends to Follow in 2022

4 Digital Customer Experience Trends to Follow in 2022

Customer experience management is becoming more and more complex. The evolution of customer experience has accelerated, with more and more customers demanding frictionless and personalized experiences. Every company that wants to survive must adapt to the ever-changing customer behavior by investing in the right technology and solutions.

The best practices for improving customer experience are slowly but surely becoming an essential element of a company’s marketing success. CX trends and technologies are advancing, but this quick pace also makes growth complicated for numerous businesses.

As a business owner or marketing manager, you need to navigate customer experience trends and determine which ones to use for building your brand. Without further ado, here are the best four digital customer experience trends you should know in 2022.

a laptop, book, and phone locked in chains

A company that wants to take its customer experience management to the next level needs to rely on data. To capture data, businesses use CXM platforms to communicate with customers, organize data, and gather feedback.

The pandemic has shifted us towards digitization and we are seeing this in the ever-increasing interest in security and data measures. In addition, customers are becoming more and more knowledgeable when it comes to privacy and data.

Nowadays, they don’t like to give their personal details and sensitive information without good reason. So, if you’re creating surveys to gather feedback, don’t ask anything you don’t need to know.

In the past, marketers used to gather all the data they could get, leaving customers in the dark regarding how their data was used. Needless to say, if you want to be seen as a trustworthy company, you should abandon this approach.

Customer experience agility is a must

The experience economy is a term that denotes a situation when a company uses goods as props and services as the stage to create a memorable event for customers. This means that the overall purchasing experience is as important to customers as the product or service they are purchasing.

Businesses should focus on being adaptable to change and this is something that the COVID pandemic has taught us. Nowadays, businesses have to offer quality conversations and interactions if they want to remain competitive.

As a matter of fact, being able to adapt to change and sustain it is becoming crucial in the world of business. In the post-COVID era, your customers are experiencing changes and it is your duty to meet them on those digital channels where they need it most. The bottom line is that you must take an agile approach when it comes to behavior and technology.

AI is taking over

a robot's hand

AI plays a very important role when it comes to CX trends. Soon enough, brands will likely turn to AI technology to discover customers’ needs and preferences. For instance, more and more customers are opting for self-service options that help them find answers by themselves.

Companies can use chatbots to gather customers’ questions, complaints, and other feedback, developing a better understanding of their customers and their needs. Later, this insight can be used to create conversational experiences and relevant content on those digital channels where customers spend their time.

If you want to create long-lasting customer loyalty, it’s crucial to nurture such relationships with your customers. Artificial intelligence can help you to both gather the data you need to identify customer pain points as well as to engage them with a personal touch. In short, AI can be used to map and support every step of your customers’ journey.

Customer experience + employee experience = total experience

In recent years, brands have mainly focused on customer experience. However, from a business perspective, the employee experience is becoming very important as well. In fact, it’s starting to converge with the customer experience and this trend is called the total experience. This is a strategy that successfully integrates the experiences of customers, employees, and users.

If you want to improve your workplace experience, you can use the same technologies that you would use for customer experience. For instance, you can use AI assistants or self-help chatbots to answer your employees’ questions. These tools can help your team work more effectively in remote settings by offering timely assistance when they encounter a problem.


In 2022, there will be multiple CX factors coming into play. They include things such as the quick digitization of organizations and their services, but also provide emotionally resonant experiences as well as a sense of human interaction.

As we move into 2022, we need to keep these trends in mind. If you want to stay competitive in today’s business landscape, you need to stay alert to the needs and expectations of your customers.

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