2022 State Of The Customer Journey

“GOOD ENOUGH” IS NO LONGER GOOD ENOUGH WHEN IT COMES TO CUSTOMER JOURNEYS

While only a few brands are raising the customer experience (CX) bar high enough for delighted customers everywhere, this has become a battleground for growth in every company, regardless of industry.

Here’s the catch, though: the bar isn’t rising the same height for everyone. Some industries face a greater risk of disruption than others. 2022 will push some brands further than others to reinvent how they engage customers, and in ways that includes the recommendations in this report.

In this annual report detailing trends in the customer journey and customer engagement landscape, we’ll share the top takeaways and trends observed from over 10 billion customer experience related interactions, including:

• Top Customer Journeys
• Customer Journey Channel Performance
• Journey Insights by Industry
• Recommendations for 2022 and Beyond