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

Sagar Srivastav | November 19, 2021 | 252 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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The CRN 2023 Women of the Channel honorees are recognized for their creativity, strategic thinking and leadership in a variety of roles and responsibilities, and for applying their talents toward supporting the success of their companies, channel partners and customers. “We are ecstatic to announce this year’s honorees and shine a light on these women for their significant achievements, knowing that what they’ve accomplished has paved the way for continued success within the IT channel,” said Blaine Raddon, CEO of The Channel Company. “The channel is stronger because of them, and we look forward to seeing what they do next.” Song leads the marketing of High Wire’s managed cybersecurity and IT enablement services that is driven 100% by its channel partners which now total more than 625 worldwide, including many of the Fortune 500. “Under the leadership of Susanna, our marketing team has played an instrumental role in driving our company's growth and success,” said Stephen LaMarche, COO of High Wire Networks. “Through their exceptional efforts, we have expanded our channel partner network and achieved strong revenue growth. The recognition and trust we have built among our channel partners have also translated into an expanding pipeline of business opportunities.” Song is also the founder, producer and co-host of The Cybersecurity Simplified Podcast, which last year logged more than 100,000 downloads, drew listeners from more than 100 countries, and ranked in the top 5% of most podcasts shared globally on Spotify. Song commented: “I am honored to be among the many amazing women who make up the Women of the Channel list for this year. I’m grateful to my colleagues and the leadership at High Wire who support my endeavors and inspire me to be innovative. It is a collaborative effort day in and day out to go beyond the status quo and grow our partner community, maintain the trust of our channel partners, and continuously enable their success.” In February, High Wire was named by CRN Magazine to its MSP 500 and Elite 150 lists for 2023. This was the third CRN award High Wire received over the past few years while Song served as VP of marketing and communications. Song was also featured on CRN’s 2021 Channel of the Women list. To learn more about High Wire and its award-winning managed cybersecurity and IT enablement services, visit HighWireNetworks.com or view the company’s free video series on YouTube. About CRN CRN, a media brand of The Channel Company, is the No. 1 trusted source for IT channel news, analysis and insight online and in print. The CRN editorial staff provides objective reporting on daily technology and channel news, events and trends, empowering solution providers such as systems integrators, value-added resellers, managed service providers (MSPs), strategic service providers and IT consultants to maintain a competitive advantage and deliver the business outcomes their customers need. Its coverage can be found at CRN.com and in CRN magazine, which prints six times per year plus special issues. Since 1982, CRN's talented team of editors has reported on the news solution providers need to build successful businesses. CRN is the go-to source for breaking news on the IT channel, including technology vendors’ channel programs, channel management executives and product and services portfolios; distributors and cloud distributors; MSP platform vendors and solution providers themselves. Coverage crosses over a variety of technology areas, including cloud, security, data center, networking, software, storage, managed services, computing and components and peripherals. About High Wire Networks High Wire Networks, Inc. (OTCQB: HWNI) is a fast-growing, award-winning global provider of managed cybersecurity and IT enablement services. Through more than 625 channel partners, it delivers trusted managed services for nearly 1,000 managed security customers and tens of thousands of technology customers. 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Tufin Announces Winners of Annual Partner Awards

Business Wire | June 09, 2023

Tufin®, the leader in network and cloud security policy automation, today announced the 2022 winners of its annual partner awards, recognizing companies across the Americas, EMEA and APAC for their commitment to helping customers drive continued value from their Tufin implementations. These awards were handed out at the recently completed partner summits in each region. “The partners recognized here are on the cutting edge, delivering the technology and solutions customers need to efficiently and effectively defend their organizations in on premise, hybrid, or multicloud situations,” said Jeff Wilmot, CRO at Tufin. “We’re honored to work with such great teams.” Tufin’s channel partner program was recently spotlighted in the 2023 CRN® Partner Program Guide, highlighting the program’s ability to help partners establish new revenue and growth opportunities. There is a growing need among enterprises to bridge the gaps between network and cloud security by increasing visibility and control across all aspects of their environment. By working with Tufin, partners have access to the innovative technology they need to help their customers fully optimize their security operations. “As we accelerate growth in the coming year, our partners are THE strategic pillar of Tufin’s go-to-market strategy and one of our greatest force multipliers,” added Jeff. “We are fully committed to continue building on our global momentum and driving joint success.” This year’s award winners are: Americas East Region Partner of the Year: Atlantic Data Security, LLC West Region Partner of the Year: World Wide Technology, LLC Canada Partner of the Year: GoSecure Inc. Breakout Partner of the Year: Nexum, Inc. Distributor of the Year: Carahsoft Technology Corp. APAC Partner of the Year: NTT Com DD Corporation Distributor of the Year: M.Tech Products Pte Ltd. Best Regional Distributor: SVA Distribution Limited EMEA Western EMEA Top Resellers: Nomios Southern EMEA Top Reseller: Kirey SRL Central EMEA Top Resellers: APIUS TECHNOLOGIES S.A. Northern EMEA Top Resellers: Computacenter AG & Co. oHG, Telia Cygate AB, Computacenter (UK) Ltd. Western EMEA Top Distributor: 2SB Security Solutions 4 Business Southern EMEA Top Distributor: Exclusive Networks Bilisim A.Ş. Central EMEA Top Distributor: Arrow ECS GmbH Southern EMEA Best New Partner: VEM Sistemi SpA Southern EMEA Best Support Partner: MATICMIND SPA Southern EMEA Best New Logo Win: DGS S.p.A. Central EMEA Best SDP +: AERAsec Network Services and Security GmbH For more information about Tufin’s channel partner program, including details on how you can become a member, please visit: https://www.tufin.com/partners/channel-partners. Tufin will be holding half-day Tufinnovate World Tour events from June to September 2023 in cities across the United States, Europe, and Asia. These are open to IT and security executives, managers, network security practitioners and partners interested in enterprise cybersecurity for multi-vendor hybrid cloud networks. To learn more and sign up to attend, click here. About Tufin Tufin is the leader in network security policy management and continuous compliance automation. The platform centralizes, automates and orchestrates network and cloud access for many of the largest organizations in the world. Over 2,900 enterprises have trusted Tufin to implement accurate network changes in minutes instead of days, accelerate secure application deployments, and virtually eliminate manual tasks. A vendor-agnostic solution designed to integrate network and cloud security processes, Tufin is the answer to balancing security and business agility. Find out more at www.tufin.com.

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