cx.avtex.com Open in urlscan Pro
107.178.254.45  Public Scan

Form analysis
1 forms found in the DOM

POST

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      <option class="form-select-option" value="Trend 1 - The Great Resignation" data-at="form-select-option">Trend 1 - The Great Resignation</option>
      <option class="form-select-option" value="Trend 2 - Human-Centered Experience" data-at="form-select-option">Trend 2 - Human-Centered Experience</option>
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      <option class="form-select-option" value="Trend 5 - Self-Service Dominates" data-at="form-select-option">Trend 5 - Self-Service Dominates</option>
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CX TRENDS

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AVTEX PRESENTS


CUSTOMER EXPERIENCE TRENDS IN 2022

01. The Great Resignation

02. Human-Centered Experience
03. Omnichannel is Key
04. Data, Analytics, and AI
05. Self-Service Dominates

TREND ONE


THE GREAT RESIGNATION APPOINTS EMPLOYEE EXPERIENCE CENTER STAGE

Although it may seem unusual to begin a CX trends roundup with an employee
challenge, it’s important to remember that employee experience is closely linked
to customer experience. Every emerging customer experience challenge reflects a
similar employee experience challenge. For example, for customers, you aim to
deliver seamless digital journeys that can help them navigate the digital sales
cycle. For employees, you might need to reimagine the onboarding or recruiting
journey to better serve a remote workforce’s expectations.




According to the U.S. Bureau of Labor Statistics, 4.3 million Americans resigned
from their positions in August 2021 alone. As employees seek deeper purpose,
better working conditions, and higher pay, organizations must reimagine and
redefine the employee experience. The landscape of what attracts, motivates, and
retains employees has drastically shifted. Employees are no longer motivated or
impressed by ping-pong tables, beer kegs on tap, or flashy modernist,
open-concept office layouts. Instead, retaining and attracting top talent will
rely on offering a robust portfolio of competitive benefits, workplace
flexibility, career development opportunities, and other compelling workplace
perks. In the hyper-competitive talent market, failing to prioritize the
employee experience means losing top talent to organizations that do.




From your contact center agents to your management team, every employee needs
the right tools, training, and resources to best serve your customers. More than
ever, companies are under pressure to handle spikes in customer needs, provide
transparent and accessible information, and differentiate the experience they
deliver to customers. The better equipped your employees are, the better they
can effectively and efficiently serve your customers. As the great resignation
ushers in a new era of flexibility and employee accommodation, prioritizing your
employees the same way you prioritize your customers will result in more
satisfied employees, higher retention, and more opportunities for top talent.





10.9 million jobs were open at the end of July 2021, the highest number reported
since December 2000.

-U.S. Bureau of Labor Statistics

4.3 million Americans resigned from their positions in August alone.

-U.S. Bureau of Labor Statistics

50% of America’s working population was actively searching or monitoring job
opportunities in summer 2021.

-Gallup

92% of HR leaders set employee experience as a top priority in 2021. 

-Forbes

“Brands who want to prioritize the employee experience should take a look at
three key factors: trust, respect, and flexibility. If you have those at the
core of your experience, you’re going to see positive results from your
employees.”  

SARAH KLAAS, VP OF HUMAN RESOURCES | AVTEX

AVTEX TIPS

THE GREAT RESIGNATION




FOSTERING A REWARDING AND RESPECTFUL CULTURE

PRIORITIZE THE EMPLOYEE LIFECYCLE

As remote work takes a permanent seat at the employee experience table, it’s
more important than ever to build connection and foster a positive workplace
culture. Be sure to provide recognition for employees who go above and beyond
and remember to show your employees you value their opinions, skills, and
ideas.  



Retaining top talent means empowering your employees throughout their entire
duration with your company. Just like a customer, your employees’ needs will
change over time. Ensure you offer career growth and upskilling opportunities
that demonstrate an understanding and sponsorship of their long-term goals. 






ENABLE YOUR AGENTS AND EMPLOYEES WITH THE RIGHT TOOLS AND RESOURCES

UNDERSTANDING THE EMPLOYEE JOURNEY

Consider performing an employee journey mapping exercise to uncover the employee
personas throughout your organization. Use the personas to build the right set
of touchpoints that enable you to deliver an engaging and productive employee
experience from onboarding to advancing in the organization.  



Tool selection is critical to the employee experience. Cloud-based solutions
provide a number of benefits for remote and hybrid work environments.
Foundational systems like your CRM, data management platform, and contact center
platform should make it easier for your employees to do their jobs.






AVTEX THOUGHTS ON THE GREAT RESIGNATION

The rules are changing for attracting, hiring, and retaining employees. As
workplaces continue to undergo dynamic evolution, employee experience has become
more important than ever. When your organization fosters a culture of trust,
empowerment, and greater purpose, your employees are more motivated to perform,
collaborate, and fuel exceptional experiences for your customers.


CONNECT WITH A CUSTOMER EXPERIENCE EXPERT! 

Get in Touch

TREND TWO


ORGANIZATIONS WILL REFOCUS ON HUMAN-CENTERED EXPERIENCE DESIGN

Every experience challenge your organization faces should have your people at
the core. That starts with a deep understanding of your employees, customers,
partners, and other stakeholders and requires infusing empathy into the
experience. Of course, in an uncertain environment where consumers’ behaviors
and expectations are rapidly evolving, creative and strategic innovation is key.




The pandemic was the catalyst that accelerated digital transformation across
many industries. In fact, 63% of leaders said that COVID-19 made their
organizations embrace digital transformation sooner than they had expected, and
that they were making greater investments in technology as a result. Initially,
many organizations quickly created digital channels and strategies as a response
strategy, but not all of them have humanized or optimized those channels. Rapid
and dramatic digital acceleration of this magnitude can have certain business
implications. Organizational silos, outdated processes, and insufficient IT
infrastructure are just a few of the implications that can stunt digital
transformation. Some organizations simply did not have established ways of
working to handle the pressure to digitize overnight. That’s why in 2022, we
will see a trend toward humanizing digital and embedding brand personality and
purpose into digital. What started as a basic necessity for many organizations,
digital will now become an opportunity for major value-add and brand
differentiation.  







Companies that integrate design thinking into corporate strategy outpace
industry peers by as much as 228%.

-Motiv Strategies

63% of leaders say COVID-19 made their organizations embrace digital
transformation sooner than they expected.

-Celerity

By 2023, organizations that excel at empathy and safety will outperform those
that don’t by 40%.  

-IDC

“Organizations need to focus on blending humanity and technology as they
continue adopting advanced bot offerings, artificial intelligence, machine
learning, and other new and emerging technologies.” 

BRYCE GIBSON, CHIEF BUSINESS OFFICER | AVTEX

AVTEX TIPS

HUMAN-CENTERED EXPERIENCE




DEFINE YOUR BRAND PERSONALITY

FOCUS YOUR HUMANS ON MOMENTS THAT MATTER

What do you want your customers to feel and think when they engage with your
brand? It’s important to define your brand personality, and infuse it into each
and every channel – whether traditional or digital. Map the words, tones, and
phrases that you stand for, and ensure your brand is consistent across every
channel and interaction. 



While technology deflects some human interaction, human-to-human connection will
never go away. For human-to-human touchpoints, focus your agents on interactions
that make a difference, and interactions that result in a “wow” customer
experience. Give them thorough training on embracing your brand personality and
focusing on putting the customer first.






GET AI WORKING FOR YOU

DRIVE EMPATHY INTO THE INTERACTION

AI can help automate mundane tasks so your employees can focus on serving your
customers. Remember, human-centered design is critical to making AI effective.
AI algorithms should reflect the information, goals, and pain points that humans
weigh when making decisions and communicating. Whether you’re using AI for
automation or human assistance, take user behaviors, needs and psychological
motivations into account when designing your strategy.



The key to driving empathy into your organization is by first gaining a deep
understanding of your customers’ and employees’ behaviors, feelings, pain
points, and motivations through journey mapping, behavioral analytics, VOC
research, and more. Empathy will help you design solutions that solve both
humans’ functional and emotional needs.






AVTEX THOUGHTS ON HUMAN-CENTERED EXPERIENCE

We’ve seen massive changes in human behavior lately and organizations are doing
their best to respond accordingly. The next mission is to reimagine how humanity
and advanced technology can co-exist and blend together to create exceptional,
seamless experiences. Human-centered AI has a number of potential benefits for
your organization including increased efficiencies, deeper data analysis,
improved workflows, more informed decision-making and more.  

TREND THREE


OMNICHANNEL IS KEY TO DELIVERING A SEAMLESS, TOTAL EXPERIENCE

While digital transformation had already been growing in popularity long before
the pandemic, many organizations accelerated digital initiatives to continue
serving their customers during quarantine. Because many organizations adopted
digital strategies reactively instead of proactively, some deployed minimum
viable pointed solutions, and “find and fix” strategies to keep the lights on
and continue serving their customers. This lack of intentional experience design
has resulted in a number of fragmented experiences and dissatisfied customers.
That’s why in 2022, we’ll see omnichannel experience claim the spotlight once
again, as organizations refocus on optimizing the experience and providing a
consistent journey to every customer, across every channel.




Remember, the trend toward omnichannel customer expectations has existed since
long before the pandemic. Consumer behavior has drastically changed throughout
the digital revolution and their expectations have been molded by experience
leaders like Amazon. With 90% of customers now expecting consistent interactions
across channels, now is the time to develop and strengthen your omnichannel
transformation initiatives. We suggest that you start by defining your strategy,
mapping the customer journey, and gaining buy-in across your organization. 



The number of companies investing in the omnichannel experience has jumped from
20% to more than 80%.

-PwC

90% of customers expect consistent interactions across channels and devices used
to interact with brands.

-SDL

80% of customers are willing to give a company relevant personal information in
order to bridge the connection between their online and in-person experiences. 

-Salesforce

72% of consumers expect companies to know their purchase history regardless of
the method of communication.

-CX Today

“Organizations who are looking to continue to improve their CX maturity need to
start looking at the customer experience in its totality, not just as isolated
interactions. Most organizations have spent the majority of their CX efforts on
creating an effortless experience for specific interactions. However,
eliminating friction of specific interactions may not necessarily create a
consistent, dependable, predictable, and brand-aligned total experience. Think
about it like an orchestra. You don’t go to an orchestra concert and visit
different rooms to hear the brass, percussion, strings, or winds. Instead, you
hear the orchestra playing together in concert and harmoniously. Customers
expect your total experience to be the same way.” 

KURT SCHROEDER, CHIEF EXPERIENCE OFFICER | AVTEX

AVTEX TIPS

SEAMLESS, OMNICHANNEL EXPERIENCES




BUILD A UNIFIED TECH STACK

CONDUCT THOROUGH RESEARCH AND VISUALIZATION

Your technologies and tools need to work together to deliver omnichannel
customer experiences. This will require you to focus on building a tech stack
that enables you to understand and serve your customers’ expectations by
integrating data and information across multiple applications. Ensure your key
systems like your CRM, ERP, and even eCommerce are working together instead of
in silos. 



To orchestrate a seamless total experience, you need to understand your
employees and customers. Customer and employee journey mapping, observational
research, and process mapping can help you understand how fragmented the
experience is today and help you map your future state to start working toward
your ideal north star vision. 






TAKE AN INDIVIDUALIZED BUT INTEGRATED CHANNEL APPROACH

THINK BEYOND DEPARTMENTS OR FUNCTIONS

A key to moving away from fragmented experiences is to think about how your
entire organization plays a role in the experience you deliver. Think about
things from a total customer journey perspective and align your internal
processes, people, and technologies to best serve your key stakeholders.  



Each of your channels should be strategized individually, according to what it
can offer and how and why customers engage with it. But just because you need a
unique strategy for each channel, doesn’t mean you should treat your channels as
separate entities- that is don’t let them get siloed. Remember, all your
channels need to work together to create a seamless experience for your
customer. 






AVTEX THOUGHTS ON SEAMLESS, OMNICHANNEL EXPERIENCES

Omnichannel has been a buzzword for a long time, and for good reason. It is no
longer a nice to have, rather it’s the baseline expectation from customers.
Avtex CEO, George Demou believes that, in some ways, organizations still need to
execute on the trends of the past. Some companies have failed to launch their
omnichannel strategies or have remained in the planning stages. It’s time to
move into execution mode to stay relevant. Omnichannel transformation
initiatives require a strong, defined strategy, deep understanding of your
employee and customer journeys, and an all-hands-on-deck approach. When executed
properly, omnichannel is key to delivering exceptional CX.


CONNECT WITH A CUSTOMER EXPERIENCE EXPERT! 

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TREND FOUR


DATA, ANALYTICS, AND PRESCRIPTIVE AI LEADS TO MORE HYPER-PERSONALIZED
EXPERIENCES

Every day we create roughly 2.5 quintillion bytes of data. The sheer volume of
customer, IT, financial, and business data flowing through organizations is
difficult to quantify, let alone access, unify, manage, and govern. With the
continued advancement of technologies like AI, machine learning and others,
companies are getting more sophisticated with their data and analytics
capabilities which, in turn, allows them to deliver more personalized
experiences. In fact, 90% of global executives who use data and analytics report
that they improve their ability to deliver a great experience.




2022 will re-establish the importance of effectively leveraging large volumes of
data from multiple systems, multiple sources, and across all ends of your
organization. Prescriptive AI will enable organizations to make customer service
more efficient and effective. The end goal of any strong data and analytics
strategy should be to make your data live and actionable, drive the next best
action, and deliver exceptional, personalized experiences to your customers.  





Worldwide AI software revenue is forecast to total $62.5 billion in 2022, an
increase of 21.3% from 2021. 

-Gartner

90% of global executives who use data and analytics report that they improved
their ability to deliver a great experience. 

-Forbes

80% of consumers are more likely to make a purchase when brands offer
personalized experiences.

-Epsilon

“Consumers know how much data companies have about them, and they expect it to
be used for their personal benefit throughout their experience. If you focus on
building strategies for predictive analytics and making CX data live, you’ll
successfully drive the next best customer interaction.”  

JIM SHEEHAN, SVP DIGITAL EXPERIENCE | AVTEX

AVTEX TIPS

DATA, ANALYTICS, AND PRESCRIPTIVE AI




FOCUS ON BUSINESS OUTCOMES

PRIORITIZE DATA UNIFICATION

Go beyond operational datasets, to tie multiple data sources together and derive
a set of info about business outcomes. Consider how your data can help you
measure your business goals like revenue, cost savings, customer satisfaction,
customer acquisition cost, lifetime value, and churn rate. To tie your data back
into actual business outcomes, you’ll need a level of data and analytics
sophistication that might not exist in your organization today. 



Adopting a customer data platform that unifies all your customer data into a
single location enables you to churn out a golden record for each customer and
empowers your employees to view each customer holistically. Unified data will
provide accessible, understandable, and shareable insights to any member of your
team in a clear and consistent way.






MOVE TO THE CLOUD

RE-IMAGINE YOUR CRM

Your CRM has more potential than meets the eye. Consider how you can better use
your CRM to drive more seamless customer experiences. Ensure your systems can
easily integrate with your CRM and assess how you can leverage AI to render and
orchestrate experiences that get as close to 1:1 personalization as you can
imagine.



Consider the potential insights you could uncover if you move your core systems
to the cloud. Take a good look at your technology ecosystem today. If the
technology you’re sitting on doesn’t have a plan for the cloud, consider
investing in other potential vendors.  






AVTEX THOUGHTS DATA AND ANALYTICS

Data and analytics strategies drive your business forward and help you
understand your customers’ functional and emotional needs and wants. The ability
to make informed, data-driven decisions is an essential part of business
success, and customer experience is no exception. The better your data and
analytics, the deeper your understanding of your customers, and therefore the
higher the quality of the experiences you’re able to deliver. A strong customer
experience rests on a strong data and analytics foundation – you can’t have one
without the other.

TREND FIVE


CUSTOMER-DRIVEN SELF-SERVICE DOMINATES

When COVID-19 upended so many facets of our personal and business worlds,
everything went digital. Even consumers who were slower adopters of technology
had to rely on digital channels to fulfill many of their emotional and
functional needs. While self-service has been on the rise for years, it’s never
been more important to get right than it is today. In 2021, Forrester predicted
a 40% increase in digital customer service interactions – and that number will
only increase in 2022.




Self-service capabilities meet the need of rising consumer demands while also
enabling your team to increase efficiencies, lower costs to serve, and focus on
high-value interactions with your customers. If you are not offering
self-service options to your customers, you can be sure that your competition
is. It’s crucial that your organization develops strategies for websites, mobile
apps, portals, bots, and other digital channels in order to enable your
customers to research, transact, and interact with your organization on their
own time and terms.  







70% of customer interactions will involve emerging technologies including
chatbots by 2022. 

-Gartner

Forrester predicted a 40% increase in digital customer service interactions in
2021.

-Forrester

69% of consumers first try to resolve their issue independently. 

-Zendesk

73% of shoppers are in favor of self-service technologies, like automated
checkout.

-Retail Dive

“Self-service is a win-win. It frees up your agents to focus on high-value
interactions, while giving your customers the freedom to explore, learn, and
transact on their own time. And it’s important to remember that an employee is
just as important a recipient of these innovation tools, as is a customer.” 

DAVE MURASHIGE, HEAD OF INNOVATION | AVTEX

AVTEX TIPS

CUSTOMER-DRIVEN SELF-SERVICE




TAKE AN INVENTORY OF YOUR INTERACTION CHANNELS

GATHER CONSISTENT FEEDBACK

Ask for frequent and consistent feedback about the experience you are delivering
to your customers across every channel. Surveys, VOC, focus groups, and
behavioral research are just some of the ways you can assess how your
initiatives are performing from a customer engagement perspective. 



What interaction channels do you have? What channels do you want to have in the
future? Take an inventory of your interaction channels and map the touchpoints
that happen on those channels to your customers’ journey to identify areas where
you can improve and innovate. 






ENABLE YOUR AGENTS WITH THE RIGHT TOOLS

UNDERSTAND THE CUSTOMER JOURNEY

Of course, in order to provide a seamless, omnichannel experience, it is
important to enable your agents with the right tools, resources, and training to
best serve your customers. Ensure they are aware of the customer journey and are
well-trained to handle requests at any point along the way.



Take the time to really understand your customers and the journey they take with
your organization. Don’t just rely on data, instead visualize and map the
customer journey. Consider which touchpoints can move to digital, which might
require human-to-human connection, and which may be a blend of both.






AVTEX THOUGHTS ON SELF-SERVICE

Implementing self-service tools drives business value in the form of cost
savings, employee efficiency, and enhanced experiences. With the right strategy,
self-service solutions can help make things easier for both your employees and
customers – leading to increased employee engagement, higher customer loyalty,
and more revenue.

IN 2022, BUSINESSES WILL FACE A NUMBER OF PRESSURES – FROM CONTINUED
IMPLICATIONS AS A RESULT OF A GLOBAL PANDEMIC, TO FIERCE COMPETITION, AND
HEIGHTENED CONSUMER EXPECTATIONS. BUT YOU DON’T HAVE TO FACE THIS DISRUPTION
ALONE.  

AVTEX IS HERE TO HELP

PARTNERING FOR CX TRANSFORMATION




CONNECT WITH A CX EXPERT!

Which Trend Resonated? Trend 1 - The Great Resignation Trend 2 - Human-Centered
Experience Trend 3 - Omnichannel is Key Trend 4 - Data, Analytics and AI Trend 5
- Self-Service Dominates All Trends
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We help you deliver seamless customer experiences through strategic design and
careful orchestration across a number of overlapping CX disciplines, strategies,
applications, and technologies.









FIVE REASONS YOU SHOULD CHOOSE AVTEX AS YOUR CX TRANSFORMATION PARTNER:

 1. We’re a true end-to-end CX partner offering strategy, design, and
    orchestration
 2. We’ll meet you where you are, whether you’re just starting your CX
    transformation journey or you’re looking to innovate and expand on
    strategies you already have in place
 3. We have deep partnerships with companies like Microsoft and Genesys
 4. We’re big enough to serve, and small enough to care
 5. Over the last nearly 50 years, we’ve helped hundreds of clients see success
    with CX transformation

















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