#cxsummit2021

Pandemic not over yet still we have to face some challenge to overcome the fallout in economic. Maintaning customer experience (CX) is a huge focus for businesses in 2022. In these past 2 years, all brands learn how to face the challenges of creating deeper relationships with their customers through technology-driven solutions.

Digital platforms have been rapidly adopted in marketing and customer services. If we can predict that in 2022, businesses in general will have to work on some trends. One McKinsey global survey found that the COVID-19 crisis drastically accelerated the digitization of customer and supply chain interactions in just a few months. Thanks to extended reality (XR) technologies like virtual reality (VR) and augmented reality (AR), brands can now impress their customers with engaging, thoughtful, memorable and  immersive experiences.

It is time for brands to deliver new and interesting customer experiences over digital platform. Digital marketing-oriented experiences designed to help companies communicate and connect with new customers in a new ways.

Brands should focus competing especially on customer experience such as providing a unique yet meaningful customer experience is what makes brand is different from their competition.  Other reason that the customer understand that experience includes building trust, and when we trust businesses, we are much more likely to be willing to pay more. Technology takes part. Digital platform show either your products and services are a good fit for their lives.

The quality of service that customers receive from companies is also part of the experiences that company provides. Contact centers play a big role in this . Avoid "on hold" to customers or even worst - who can’t help them solve their problems,. 

Artificial intelligence (AI) and the Internet both are inextricably part of our everyday lives now. Nowadays, company are counting on their ability to augment these systems with AI – customer service chatbots to clear these issues. These chatbots needs to get better at understanding customer’s input and predicting the response we require. One thing likely will happen in 2022 is there will be voice assistants in offline/online supermarket just like when you got a drive thru in McDonald’s.

Now, retailers, wholesalers, distributors, advertisers connect directly with the end consumer. Brands across all sectors are now finding new, direct routes to customers via online channels. We can tell that all businesses must consider how they can this new trends. So for retailer, distributor or third party, this trend obviously represents a significant challenge. These intermediaries should have to rethink their businesses according this situation.