These are the current CX trends you definitely need to know

Knowing what customers' expectations and desires are and how to translate this knowledge into customer experience strategies for your company is the key to retaining customers and attracting new customers. Everything is constantly changing, and this also applies to CX trends...

Top 5 Customer Experience (CX) Trends

Customer experience should be at the heart of every company, from developing products to designing marketing and communications strategy. Technology evolves, culture changes, and strategies to deliver the best customer experience must keep pace with these changes and new CX trends.

Customer preferences and trends change regularly, which is why companies must constantly evolve to remain competitive. As Blake Morgan said, “Every company today has to be two things: a company with experience and a technology company.” See the world through your customers' eyes.

Below you will find the most important customer experience trends for 2022 and beyond.

CX Trend 1: A balance between interaction with real people and automation

Companies strive to reduce costs associated with customer service and shorten the time to resolve simple service requests. Chat bots are now used for this purpose. But what do consumers think of this customer experience trend? Human customer service agents are still a must for businesses. Many consumers reject so-called chat bots because they usually don't work if the problem is more difficult and complex. And then chat bots are actually very annoying. Because you can spend a lot of time with poorly programmed chat bots. However, chat bots can provide quick help for simple customer concerns that can be resolved relatively quickly and easily. Chat bots should not (yet) replace human interactions, but rather supplement them. Chat bots have a high potential for frustration, which can disrupt what is actually a consistently positive customer journey. So there is still something that needs to be done by developers and programmers so that chat bots can become a real CX trend.

CX trend 2: Hyper-personalized customer experiences

Consumers want hyper-personalized customer and purchasing experiences more than ever, and big data analytics are providing the insights for this customer experience trend. Companies can create hyper-personalized experiences by finely segmenting their marketing campaigns based on consumer characteristics and behavior and precisely targeting their customers according to their wants and expectations. And in a way that delights consumers. So whenever you meet your customers and prospective customers: create the most personalized purchasing experience possible! Because this CX trend will prevail in the long term.

CX trend 3: Consumers value transparency

Transparency in the digital age is one of the most important and urgent CX trends in customer experience. High transparency regarding advertising, pricing, business practices, etc. can help build and maintain consumer trust, thereby significantly increasing customer loyalty. Transparency and honesty can also be demonstrated through a company's marketing efforts. Customers value genuine messages that align with a brand’s values. Dishonesty in the digital age is often exposed anyway and can destroy consumer trust that has been built over years. As a company, you should definitely take this customer experience trend into account in your CX strategy.

CX Trend 4: Data protection is crucial

Even if consumers actively and voluntarily disclose their data openly on social media or on business platforms, passive data protection is at the top of the list of CX trends. There is a difference whether consumers disclose data voluntarily and whether third parties make decisions about the extent and use of consumer data. A data breach can ruin the digital customer experience and undermine trust in the company. Even if consumers themselves only suspect that a process is questionable in terms of data protection, for example in the check-out process of an online payment. Therefore, ask your customers regularly after the check-out process or while browsing your website or online service whether consumers feel safe. Don’t neglect this customer experience trend!

CX trend 5: Customers report negative customer experiences mercilessly

We all know that customers talk about negative experiences with companies, products and services much more often than positive ones. And this CX trend is continuing rapidly: According to CX analyst Esteban Kolsky, only one in 26 customers tell a company about their negative experiences; the rest simply leave the company and also write negative reviews on rating portals. This fact means that it is extremely important to continuously collect feedback from consumers across the entire customer journey and to actively search for dissatisfied customers on review portals in order to learn from them. Why are they dissatisfied? How can you as a company improve the shopping experience? How can you win back dissatisfied customers?

Focus on current CX trends!

According to Forbes, companies that focus on improving customer experience can increase their revenue by up to 80%. That's a huge number! With so many companies making transforming their customer experience a top priority, any company that doesn't do so is at risk of falling behind or even disappearing from the market.

These CX trends described above show how customer needs and expectations are changing and how brands can adapt their strategies to attract loyal and engaged customers.

It's a quarter to 12!

Would you like to know more about CX trends? Then visit our CX live cast on the topic of Customer Experience Management every Thursday at quarter to 12. We stream live on LinkedIn, Twitter and YouTube. Here you can find QuestionPro's current events from the Quarter to 12 series: → Quarter to 12!

1:1 live online presentation:
Successfully implement CX trends with QuestionPro’s Customer Experience Management platform

Measure and optimize customer experiences along the entire customer journey and thus always meet the current CX trends so that customers enjoy shopping with you and also recommend you as a provider. We would be happy to show you how you can use QuestionPro's CX software to quickly, easily and cost-effectively carry out touchpoint analyses and optimize the customer journey. Arrange an individual appointment

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Do you have questions about current CX trends or about Customer Experience Management in general? Simply contact us via contact form. We look forward to a dialogue with you! You too can test QuestionPro for 10 days free of charge and without risk in depth!

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KEYWORDS OF THIS BLOG POST

CX | Customer Experience | Trends