Customer Experience Technology Trends 2022

Published June 9, 2022
Last updated June 22, 2022

Tech leaders agree – customer service is the key to unlocking growth. But so far, many teams lack the systems and processes they need to deliver the exceptional experiences that customers want and expect.

Current investments aren’t enough to support a standout team

Customer engagement is on the rise, with 46% of tech businesses expecting a budget increase of at least 25% over the next two years. But budget expectations are falling short of predicted demand, with only a third of
respondents strongly agreeing that they’re adequately investing in support initiatives

Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.

Disjointed systems confuse customers and halt growth

When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the
customer. It’s a missed opportunity – as 90% of customers are willing to spend more for personalised experiences, but just 32% of tech agents say they’re very effective at finding the information needed to meet those expectations. To get there, 31% of tech companies say they’ll need to design and implement new work processes or risk more frustration for everyone involved.

More customer experience trend reports available