Digital CX Trends for 2022: New Parameters to Scale Your Business

Sagar Srivastav | November 19, 2021 | 63 views

Transformation is inevitable, whether it is times or trends. In the era of digitalization, businesses follow different trends, technologies, strategies to escalate their business.

The customer experience (CX) is one of the most crucial and impactful trends, which is the key to success for almost every marketer or business strategist.

Your ultimate goal is to increase sales by satisfying your customers, so it is essential to understand the business perspective through customers' eyes. Let's comprehend what trends play in customers' decisions, behavior, or planning when they experience any product or service.

Why is Customer Utmost Important in 2022?

Your customer success is the pivot for your business. It plays a huge role in brand credibility, brand recognition, and boosting sales. As per a report by Gartner, more than 81% of businesses believe that customer satisfaction is the main competition area in 2022.

According to PWC, approximately 86% of consumers are ready to pay more for a better customer experience. In addition, CX creates an incredible impact on on-the-spot purchasing.

Focusing on maximizing customers' satisfaction compels them to know more about your brand, suggest others buy your products and provide competitive advantages that stand you out amongst others.

Statistics Around the Important of CX in 2022

These statistics will provide concise and thorough information about the significance of CX in 2022.

  • According to GrooveHq, nearly 84% of businesses focus on improving customer service.
  • As per a report by New Voice Media, after an optimistic experience, nearly 69% of customers would endorse the company others.
  • Harvard Business Review says that consumers who had positive experiences spend 140% more than others.
  • According to PR Newswire, more than 81% of businesses consider consumer experience as a competitive differentiator.
  • Nearly 70% of Americans have spent more money to continue business with a company that provides exceptional service.
  • As stated by Hubspot, nearly 83% of businesses believe that keeping customers happy grows revenue.
  • 96% of customers believe that customer service is crucial in their choice of allegiance to a brand, as reported by Microsoft.
  • According to Infosys, companies who implement a customer-centric strategy are 60% more profitable.


Digital Trends That Enhance CX Like Never Before

The most prevalent, significant, and demanding digital trends that companies utilize to grow their businesses are here.

Robotics Process Automation (RPA)

RPA technology automates digital tasks. It creates enormous impacts on CX. According to Micro Focus, nearly 69% of businesses have implemented RPA, and they received a favorable response. More than 42% of companies have achieved their business goal after executing RPA.

It substitutes manual tasks and decision-making with software programs. Different industries, such as IT, banks, hospitality, estate, etc., adopt this technology as it is highly effective for customer-facing operations by reducing the efforts.

RPA enhances agent confidence standardize CX-related tasks data entry, call scoring, analyzing, etc. Furthermore, it mechanically recognizes agent necessities and conveys the information.

Data Transparency

One of the most crucial factors for CX is transparency. Customers are ready to pay more for clarity. Nowadays, consumers are tech-savvy, and they are particular about what they are sharing. Therefore, they need transparency as to where the data is used.

Encourage peer-to-peer communication through the newsletters by setting up a secure system to determine the authenticity of the data, utilizing advanced technologies to record data reports and store them on the backend server. As a result, you can boost credibility amongst your customer and make your customer experience more transparent.

Predictive Analytics

Customers have changed their perceptions in recent times. As a result, shopping online has become one of the most dominant platforms.

Holding information about customers' purchasing behavior can provide significant benefits to companies. Predictive analytics allow you to target your retained consumers by predicting future outcomes. With the help of predictive analytics, you can effortlessly analyze current data to make predictions. Businesses adopt different technologies, such as data mining, modeling, machine learning, etc., to make their marketing approach more effective.

Mobile Search


If your plans don’t include mobile, your plans are not finished.”

Wendy Clark, former SVP at Coca-Cola and now CEO at DDB Worldwide

Mobile has become one of the most prevalent mediums for search. As per a report by Statista, nearly 90% of all purchase decisions happen online.

Analysts and researchers have found that the mobile-first approach prioritizes mobile-based consumers by targeting them. It provides relevant information to the customer, including website design, products design, customer support, etc.

Companies are increasingly focusing on mobile-first digital strategy as it assists in increasing customer reach, making robust connections with users, gaining critical data insights, providing positive ROI.

By comprehending the size of the touchscreen, implementing ASO, doing beta testing, keeping minimalistic designs, using push notification, you can strategize your mobile-first tactics and provide a unique experience to your customers.

Omnichannel Marketing Approach

The study says that customers are more contented with omnichannel shopping. According to Invesp, Businesses with effective omnichannel marketing tactics retain an average of 89% of consumers. In contrast, weak omnichannel strategies gain only 33%.

It provides a steady and integrated experience to your customer across different channels. Omnichannel strategy is customer-centric, which is why it gives a better response than multichannel strategy.

With holistic research on buyers' persona, finalizing the right tool to connect with customers, gathering customers’ feedback, you can enhance your CX and persuade them to experience your product or service.

Meals on Wheel – Omnichannel Strategy in a Right Way

Meals on Wheel is one famous program that delivers meals to individuals at home who cannot purchase or prepare their food.

Meals on Wheel designed a creative campaign where they appealed to their donor to help needy people on the occasion of Christmas. Initially, they worked with the data analysts to find the most responsive donor, and then they created personalized emails. That email consisted of an innovative design mentioning how Meals on Wheel benefits the community.

The campaign received a significant response on different marketing channels. Consequently, Meals on Wheel grabbed the donor's attention and earned $230,000 new donations, 382 new donors, 75,000 direct mail pieces, and 6X omnichannel brand impressions.

Starbucks – Successful Omnichannel Tactics to Boost CX

Starbucks implemented an omnichannel retailing strategy. The brand is determined to gate-free wi-fi to make digital relationships. The customers had to register their email addresses to get free wi-fi.

The brand compiled massive data and utilized it in different ways, such as segmenting an audience, their social media presence, researching their purchasing behavior, sending highly personalized emails.

With the help of emails, the brand created well-researched campaigns and experienced positive responses on different channels. As a result, Starbucks successfully enhanced the engagement of its audience and built strong connections with them.

Personalization

According to Epsilon Research, nearly 80% of customers would prefer the company offering personalization. Keeping personalization tactics is essential to enhance CX. Customers expect much more than they used to expect from companies.

The time has changed. Suppose you want to make your personalization strategy more effective and results-driven. In that case, you need to focus on data analysis, value-added information, such as data ethics, cyber security, quick and effective services, etc. You can’t focus on sending congratulatory marketing messages.

Understanding customers’ pain points can help you in making a powerful personalization strategy.

Mistakes to Avoid While Implementing CX Strategy

Here are some crucial tips that can help your businesses to focus on CX strategy more prudently.

Lack of Understating EX

Market analysts believe that employees' experience is the new CX. Employees, who are contented, can be more productive in their tasks.

Many businesses face this issue as they cannot comprehend EX due to heavy work pressure, time restrictions, company policy, etc. Therefore, it is essential to enhance employee engagement to make them more committed and focused.

Single Channel Approach

Many businesses follow a channel-specific approach as they experience benefits in different ways from their customer, but what if challenges occur for that particular channel?

Connecting your target audience with multiple channels diminishes business risk and increases the possibility of great business.

You need to keep a 360-degree approach. It will help you understand each level of the purchasing journey, such as creating an order, submitting the order, and connecting with the audience, chats, email approach, etc.

Lack of Emotionalism


Your most unhappy customers are your greatest source of learning.”

Bill Gates, Co-founder of Microsoft and Bill & Melinda Gates Foundation


Taking customers’ emotions into consideration gives you a different perspective to understand the buyer's persona. One of the most common mistakes businesses make is paying more attention to logistics than making solid connections with customers.

If your customers feel emotionally invested in your company, they will be your long-term customer and endorse your products to others.

Getting connected with your customer on multiple channels, providing customized gifts, discounts, coupons, and sharing quick responses can help you to understand your customers in a better way.

Avoid Customers’ Feedback

Keeping your consumers’ feedback on priority is the utmost important step of enhancing your CX. Unfortunately, many companies collect the consumers' feedback but don’t take any necessary steps to solve their queries.

Resolving customers’ queries at the earliest enable companies to make better decisions.

Lack of Customer-centric Culture

A customer-centric culture is a significant component of marketing strategy. Unfortunately, some organizations lack in creating a customer-focused culture, and due to that, they face different challenges in accomplishing business outcomes.

It allows you to make strong connections with your customers and attract new customers. In addition, you can make your marketing campaigns more efficient and maximize operational activities.

Collecting data and segmenting it appropriately, working customer empathy into touchpoints, acting on feedback, and analyzing performance through cutting-edge technologies can help you make a solid customer-focused culture.

All The Customers are the same

While researching on customers, most companies make a common mistake. They consider all the customers are identical, and they design their products strategy, marketing strategy, research, campaign strategy accordingly.

Businesses need to comprehend cultural differences, ethnic groups, languages. Understanding this diversity can help in segmenting customers appropriately and innovatively. Once you know your customer's methodology to communicate with your brand, you can win a customer-centric strategy.

Technological Barrier

Every business wishes to create exceptional CX. Different industries are focused on a customer-centric strategy.

One of the biggest challenges businesses face is adopting relevant advanced technologies. In this competitive world, organizations have to conduct thorough research in adopting advanced technologies. However, different technologies such as artificial intelligence, augmented reality, programmatic advertising, big data, etc., are highly effective in providing positive outcomes.

Businesses need to adopt only those technologies that are crucial for their business and impactful.

Final Thoughts

The above-explained digital CX trends are indispensable. They are advantageous in building better brand equity, increasing lead generation, and encouraging word-of-mouth marketing by amplifying customer lifetime value.

Businesses need to be updated with information and trends. It will assist companies in widening the horizon of knowledge and accomplishing numerous businesses goal.

Frequently Asked Questions


What is CX technology?

CX technologies are the technological businesses utilized to understand customers' requirements and provide them with relevant information. Artificial intelligence, programmatic advertising, and big data are examples of CX technologies that help enhance CX.

What industries are using digital CX trends?

Aerospace, pharmaceutical, hospitality, estate, IT, education, transport, etc., are the industries adopting the latest digital CX trends.

What tools are beneficial to enhance CX?

Qualtrics CustomerXM, Medallia, Zendesh are the must-have tools to escalate your business.

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ChannelAdvisor provides brands with a central platform for product listings and advertising strategies by leveraging automation capabilities for campaign creation and management, automated bidding, and ad management across preferred retail channels. "We're thrilled to have ChannelAdvisor join Criteo's API Partner Program," said Sherry Smith, Executive Managing Director Global Retail Media at Criteo. "Integrating with a leading multichannel commerce solution like ChannelAdvisor allows brands and retailers to expand their advertising to new retail media channels, while continuing to manage their campaigns in a centralized platform." New Product Showcase Capability for Brands and Channels on the ChannelAdvisor Commerce Network Since ChannelAdvisor released its Commerce Network in late 2021, more than 1,100 sellers and partner channels have created sharable profiles using the interactive portal. In this latest release, ChannelAdvisor's new Product Showcase feature enhances the experience by allowing sellers to promote products to potential channel partners that are looking for inventory, creating interest and cultivating new connections. Product Showcase also gives ChannelAdvisor channel partners an even deeper understanding of the product catalogs offered by sellers, leading to more connections within the Commerce Network, and mutual sales opportunity and growth for both channel partners and sellers. Enhancements to the Way Brands Can Integrate with ChannelAdvisor at Scale This product release also helps ChannelAdvisor customers automate key processes, including: Automated Export for Listing Views: Monitoring marketplace listings can be a time-consuming task for most sellers. ChannelAdvisor's Automated Export for Listing Views enables sellers to quickly identify and manage listing issues at scale. This in turn empowers sellers to create highly customizable listings exports that are automatically delivered to their inbox to allow for automated processing. Support for Webhooks: Sellers increasingly rely on accelerated business-critical processes to best manage consumer demand. ChannelAdvisor's support for Webhooks helps sellers save time and processing costs by allowing them to identify orders when they happen. Users can also specify a destination and ensure that any new order events are pushed directly to that system. Access Well Over 350 Marketplace and Retail Integrations to Reach New Consumers ChannelAdvisor continues to reinforce its commitment to channel diversification with support for more than 350 channels globally, giving brands and retailers the reach and flexibility to present their products to the right consumers at the right time across the globe. With this latest release ChannelAdvisor has added support for over 20 new channels including: Marketplaces: Bed, Bath & Beyond (US, CA) Check24 (DE) Debenhams (UK) Decathlon (BE, FR) Poshmark (US) Shopee (ID, MY, PH, SG, TH, TW, VN) Trendyol (DE) Veepee (ES, IT) 1P Retail Integrations: Douglas (NL) Rue Gilt Groupe (US) More to Explore Learn more about ChannelAdvisor's suite expansion by registering to attend the upcoming webinar on July 19 at 11 a.m. EDT/ 4 p.m. BST. About ChannelAdvisor ChannelAdvisor (NYSE: ECOM) is a leading multichannel commerce platform whose mission is to connect and optimize the world's commerce. For over two decades, ChannelAdvisor has helped brands and retailers worldwide improve their online performance by expanding sales channels, connecting with consumers across the entire buying cycle, optimizing their operations for peak performance, and providing actionable analytics to improve competitiveness. Thousands of customers depend on ChannelAdvisor to securely power their e-commerce operations on channels such as Amazon, eBay, Google, Facebook, Walmart, and hundreds more. For more information, visit www.channeladvisor.com.

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MARKETING STRATEGY

FluentStream Announces Strategic Partnership and Channel Alliance with GPhone

FluentStream | July 27, 2022

FluentStream, the fastest-growing unified communications-as-a-service (UCaaS) provider for small and mid-size organizations, today announced a strategic partnership and channel alliance with GPhone, a facilities-based carrier headquartered in Falls Church, Virginia. The dual partnerships with FluentStream have enabled GPhone to simplify its business model and improve its bottom line. Today, organizations need more than basic call functionality, requiring features like auto-attendant, on-demand call recording and follow-me forwarding. Customers also expect 99.99% service reliability, which can only be achieved with redundancy measures that require a significant cost investment. GPhone opted to avoid an infrastructure buildout that could introduce complex technical issues and explored partnership options with FluentStream. GPhone was impressed by FluentStream’s expansive suite of more than 100 features and its award-winning, US-based customer support. GPhone also appreciated that FluentStream shared its business model that favors month-to-month agreements instead of long-term contracts. As a strategic partner, GPhone elected to transition its customer base to FluentStream’s UCaaS platform and customer support services. “FluentStream is backed by a reputable growth equity firm, they have a great platform, and an impressive management team,” said Stephen McCarthy, Co-Founder and President, GPhone. “FluentStream is backed by a reputable growth equity firm, they have a great platform, and an impressive management team,” said Stephen McCarthy, Co-Founder and President, GPhone. “We felt comfortable that our customers would be in good hands.” As part of the strategic partnership, some of GPhone’s employees joined FluentStream as full-time employees and helped successfully transition GPhone customers to FluentStream’s platform. Additionally, GPhone became an exclusive channel partner, enabling GPhone executives to focus their efforts on sales of FluentStream services. “Our partnerships with FluentStream have improved our bottom line and simplified our business model by having fewer employees and only one partner relationship to manage,” said Guy Jazynka, Co-Founder and Chief Operating Officer, GPhone. “Now we can focus on sales, which is what we like to do.” Cass Gilmore, CEO, FluentStream, added, “Our strategic partnership and channel alliance with GPhone have benefited customers who now have access to advanced functionality and service reliability. GPhone has benefited from fewer administrative layers and more financial incentives. And, as a result of our relationship with GPhone, FluentStream has been able to grow our business and expand our presence in new markets. The outcome has been rewarding and advantageous for all involved.” For more information about GPhone’s strategic partnership and channel alliance with FluentStream, see the case study at www.fluentstream.com/partner-program/gphone. About FluentStream FluentStream is a cloud communications company that simplifies and automates how small to medium-sized businesses communicate with their customers. FluentStream enables service, sales and other professionals to deliver an exceptional customer experience from any device or location. Inc. 5000 has consecutively recognized FluentStream as one of the fastest-growing private companies, and BuiltIn named FluentStream one of the best places to work. For more information, visit www.fluentstream.com and connect on Linkedin.

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CHANNEL PARTNERSHIPS

Nutanix Unveils Partner Program Updates and Incentives

Nutanix | September 26, 2022

Nutanix (NASDAQ: NTNX), a leader in hybrid multicloud computing, announced the next era of Elevate, a global partner program designed to re-define the partner engagement journey. Nutanix has evolved the Elevate program focus to provide a better experience for the entire partner ecosystem and customers throughout the customer lifecycle, while staying true to the program’s unified framework. This includes an expanded benefits package to build a partner profit continuum. “The IT industry is at an inflection point in how customers want to procure and consume technology,” said Christian Alvarez, Senior Vice President of Worldwide Channel Sales at Nutanix. “With our updates to the Elevate program, we’ve addressed many of our partners’ needs to engage with customers through their lifecycle - not just selling the technology, but enabling them to adopt, perform, expand and ultimately renew. Elevate now supports and rewards partners along this entire journey through purpose-built benefits and incentives.” In the past year, Nutanix has re-architected its go-to-market strategy, programs, and tools to provide partners more control, insights, and efficiency over sales cycles. New updates to the Elevate Partner Program include: Enhanced and expanded incentives framework to reward partner ecosystem throughout the customer lifecycle For the first time in Elevate’s history, Nutanix has extended program incentives to include not only partner organizations, but individual sellers and systems engineers to ignite new customer acquisition growth. The New Business Individual Incentive will reward individual sellers and systems engineers at eligible resellers and services providers each time they sell Nutanix into net-new accounts. In the coming months, Nutanix will begin to roll out a pilot program for an Elevate Program incentive designed to reward select partners for the delivery of consistent, on-time renewal rates with their Nutanix customers. New incentive for partners that lead sales cycles autonomously Nutanix launched a Channel Led Selling Rebate Incentive for Elevate, built to reward resellers who drive deals through the entire sales cycle autonomously. Nutanix is enabling partners to realize this selling motion through new tool sets like the recently revamped Sizer 6.0 capacity planning tool and enhancements to Nutanix’s Performance + Deal Registration program. A continued focus on building partner competencies through education and certifications The Elevate program requirements introduced a new Sizing Associate accreditation requirement for all levels, designed to enable partners to speed up sales cycles through rapid capacity planning, quoting and order fulfillment using Nutanix Sizer. For more information about the new updates to Elevate and how to join the Nutanix partner program, visit: www.nutanix.com/partners Supporting Partner Quotes “As a Nutanix Champion partner, we are excited about the enhancements to the Nutanix Elevate Partner Program that drive new market opportunities for Winslow Technology Group”, said Scott Winslow, president at Winslow Technology Group. “The Elevate Program provides a value-based, partner-first approach to enable ongoing success for both our company and our customers.” “The Nutanix Elevate Program has been the framework in which we have been able to develop our skills, to position ourselves competitively in the market and to help us grow profitably,” said Arturo Moncada, Country Manager at SCC Spain. “Nutanix’s commitment to enabling its partner ecosystem to capture new market opportunities and build profit continuums really sets the Elevate Partner Program apart,” said Atul Gosar, Managing Director & Co-Founder at Network Techlab (I) Pvt Ltd About Nutanix Nutanix is a global leader in cloud software and a pioneer in hyperconverged infrastructure solutions, making clouds invisible, freeing customers to focus on their business outcomes. Organizations around the world use Nutanix software to leverage a single platform to manage any app at any location for their hybrid multicloud environments. Learn more at www.nutanix.com or follow us on social media @nutanix.

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