Predictions Report

Predictions 2022: Customer Experience

CX Pivots From Reactionary To Revolutionary

October 27th, 2021
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Enza Iannopollo, Principal Analyst
Enza Iannopollo Principal Analyst
Sam Karpinski, null
Sam Karpinski
Amit Bhatia, null
Amit Bhatia
Andrew Hogan, null
Andrew Hogan
With contributors:
Rick Parrish , Fiona Swerdlow , Sucharita Kodali , Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

In 2022, brands will look to their customer experience (CX) teams to help them navigate their way through the pandemic by adjusting to a new normal and managing customer expectations and emotions around impending and ongoing product shortages. This doesn’t mean that CX teams’ responsibility will grow across the board. Instead, companies and their CX teams will target their efforts, focusing on specific areas where they can have the most impact: accessibility and privacy.

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