In the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on 5 major trends every CX Professional Must Watch for 2022

These are not new but ever more relevant and urgent for 2022

1. Real time cx analytics
2. Problem solving matter more than ever
3. Omnichannel is not an option
4. Hyper personalization
5. The rise of EX

Highlights include

• How the tolerance of customer to wait and other poor experience considerations is going down with Covid
• The business impact of an office supply company not detecting issues before they happen and triggering rapid action to avoid those or at least address quickly and how taking a month to detect churn make a recovery offer almost impossible
• How then need for rapid, deep and appropriate problem solving has not changed but solutions need to be more human centric such as an online marketplace that now allows a customer to have a return item picked up at their home a more human centric solution
• How hyper personalization has gone forma value add to a necessity and why messaging needs to be laser focused, if you miss me don’t tell me you miss me tell me why and do something special, for me
• Discussing how Zoho CRM, a great company, provides credits that can’t be used o the things we want, and the Amex Delta frequent flyer voucher has had restrictions that make it difficult to use
• All of which violate the mantra of “if you are going to do it do it well .. If you aren’t going to do it well don’t do it at all”
• Then how the pressures of covid in b2B and B2C have highlighted challenges like the retailer who gives a 10-digit order number for a digital order and then asks for that when a customer calls the call center to get service .. of course no one has a 10-digit number on hand
• How ever scarcer high-quality employees also demand great experiences and how that impacts your ability to deliver great customer experiences

Resources

• AlternaCX 5 major trends report