In fact one in three consumers (32%) say they will walk away from a brand they love after just one bad experience.* With this in mind, here are some of the major trends that will define CX in 2022.
As these trends may indicate, CX leaders and programme managers have a tricky year ahead, with both technology and customer expectations evolving alongside the pandemic itself. The best attitude is a mix of flexibility and pragmatism.
(*PwC's 2018 consumer intelligence report)